Lead, Centralized Call Center & Growth Operations

AccruePartners; Charlotte (NC); On-site; USD 120,000 - 180,000; Full time

Job summary

AccruePartners is seeking a senior operations leader to build out a centralized contact center, consolidating inbound calls, online appointments, and AI chat across branches. You will drive scheduling strategy, optimize call coverage, and implement scalable processes.

You will lead a growing team, starting with 10 agents and expanding to 50+ by year-end, with strong emphasis on KPIs, CRM data integrity, and cross-branch collaboration to maximize revenue opportunities.

Qualifications

• Proven experience launching and leading a centralized contact center.
• Operational leadership in scaling high-growth teams.
• Strong call center KPI and workforce management experience.
• Experience with CRM and booking platforms.
• Change management and process standardization skills.
• Customer-first mindset balancing scheduling and labor availability.

Responsibilities

• Lead buildout of centralized contact center and transition channels.
• Improve call coverage and capture missed opportunities.
• Develop and scale team from 10 to 50+ agents.
• Define KPIs and ensure CRM data integrity.
• Standardize booking processes for consistent customer experience.
• Collaborate with branch leadership on scheduling strategies.
• Explore outbound strategies and expansion plans.

Skills

Leadership

Call center management

KPIs

Workforce management

Scheduling

CRM

Change management

Team building

Tools

CRM software

Booking platforms

Job description

AccruePartners is seeking a senior operations leader to build out a centralized contact center, consolidating inbound calls, online appointments, and AI chat across branches. You will drive scheduling strategy, optimize call coverage, and implement scalable processes.

You will lead a growing team, starting with 10 agents and expanding to 50+ by year-end, with strong emphasis on KPIs, CRM data integrity, and cross-branch collaboration to maximize revenue opportunities.