Now Hiring - Confidential - Professional Services 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