Director of Call Center Operations

Lead and optimize multi-location call center operations, driving performance across scheduling, dispatch support, and customer service; develop and execute strategies to improve metrics like conversion rates, call quality, speed to answer, and customer satisfaction; coach and build high-performing call center leadership and frontline teams; establish KPIs, dashboards, and performance tracking; align call center support with field operations and brand needs; implement best practices, training, and quality assurance; evaluate and optimize call routing, workforce management, and technology platforms; drive scalable improvements across multiple brands.