Senior Director, Multi-Location Call Center Operations

Nearu; Charlotte (NC); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

Career growth and leadership developm

National platform with multi-brand Ops

Job summary

NearU Services, a nationwide home services platform, seeks a Director of Call Center Operations to lead and optimize our multi-location call center network. You will shape strategies, improve key metrics, and build high-performing teams across brands to deliver exceptional customer experiences.

The role requires strong analytical leadership, experience with CRM/ATS and workforce tools, and a track record of scaling operations in a fast-paced environment.

Qualifications

• 7+ years leading multi-location call center operations.
• Experience using data to drive decisions and improve KPIs.
• Knowledge of call center technologies and CRM/ATS systems.

Responsibilities

• Lead daily call center operations across scheduling, dispatch support, and customer service.
• Develop strategies to improve conversion rates, call quality, speed to answer, and CSAT.
• Build and mentor call center leadership and frontline teams.
• Establish KPIs, dashboards, and performance tracking.
• Align call center with field operations and brand leaders.
• Implement training programs and QA processes.
• Evaluate routing, workforce management, and platforms for optimization.
• Drive scalable improvements across multiple brands.

Skills

Call center leadership

Data-driven decision making

Strong communication

Team development

Multi-location operations

Strategic planning

Education

Bachelor's degree in Business, Operations, or related field

Tools

CRM/ATS systems

Workforce management tools

Call routing platforms

Job description

NearU Services, a nationwide home services platform, seeks a Director of Call Center Operations to lead and optimize our multi-location call center network. You will shape strategies, improve key metrics, and build high-performing teams across brands to deliver exceptional customer experiences.

The role requires strong analytical leadership, experience with CRM/ATS and workforce tools, and a track record of scaling operations in a fast-paced environment.