Now Hiring - Confidential - Director of Call Center Operations in Mesa, AZ

Full description of the position

Director of Call Center Operations

Overview

: Family Office Backed Residential Heating and Cooling Company, a leading provider of HVAC services, is seeking an experienced and dynamic Director of Call Center Operations to oversee our customer service and dispatch operations. The Director will lead a team of call center representatives, ensuring exceptional customer experiences, efficient scheduling, and operational excellence. This role is critical to maintaining our reputation for quality service and driving customer satisfaction in a fast-paced, seasonal industry.

Key Responsibilities

: Leadership & Team Management:

• Oversee a team of 20+ call center agents, including hiring, training, coaching, and performance evaluations.
• Foster a positive, collaborative, and high-performance culture within the call center.
• Develop and implement training programs to enhance customer service skills, technical knowledge, and adherence to company protocols.
• Operational Excellence:
• Manage daily call center operations, including inbound and outbound calls, appointment scheduling, and customer issue resolution.
• Optimize call center processes to improve response times, first-call resolution rates, and customer satisfaction scores.
• Monitor and analyze key performance indicators (KPIs) such as average handle time, call abandonment rates, and service level agreements (SLAs). Customer Experience:
• Ensure consistent delivery of high-quality, professional, and empathetic customer interactions.
• Handle escalated customer complaints and provide solutions to maintain customer loyalty.
• Collaborate with marketing and sales teams to align call center strategies with promotional campaigns and service offerings. Technology & Systems:
• Oversee the implementation and maintenance of call center technologies, including CRM systems, telephony platforms, and workforce management tools.
• Leverage data analytics to drive operational improvements and forecast call volume trends, particularly during peak heating and cooling seasons. Financial & Strategic Planning:
• Develop and manage the call center budget, ensuring cost-effective operations without compromising service quality.
• Contribute to strategic planning by providing insights on customer trends, staffing needs, and operational enhancements.
• Partner with field operations to ensure seamless coordination between call center scheduling and technician dispatch. Compliance & Quality Assurance:
• Ensure adherence to industry regulations, company policies, and data privacy standards.
• Implement quality assurance programs, including call monitoring and feedback loops, to maintain service standards.

Qualifications

:

• Bachelor's degree in Business Administration, Operations Management, or a related field (Master's degree preferred).
• 7+ years of experience in call center management, with at least 3 years in a director-level role.
• Proven track record of leading high-performing teams in a fast-paced, customer-focused environment.
• Experience in the HVAC or home services industry is a plus.
• Strong knowledge of call center technologies (e.g., CRM, IVR, workforce management software).
• Exceptional leadership, communication, and problem-solving skills.
• Analytical mindset with experience using data to drive decision-making.
• Ability to thrive in a seasonal, high-volume environment with fluctuating demand.
• Prior Service Titan experience required Key Competencies:
• Customer-Centric Mindset
• Strategic Thinking
• Team Leadership & Development
• Process Optimization
• Adaptability & Resilience

Benefits

:

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k)
• Paid time off and holidays.
• Opportunities for professional development and career advancement. Job Type: Full-time Pay: $90,000.00 - $120,000.00 per year

Benefits

:

• 401(k)
• Dental insurance
• Paid time off
• Vision insurance Schedule:
• Monday to Friday
• Weekends as needed Work Location: In person