Director of Call Center Operations (Remote) - ZipRecruiter : Job Details

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• Define the long-term vision for call center operations that aligns with overall company objectives and growth plans.

• Design and execute effective inbound and outbound sales strategies to maximize lead and conversion, ensuring the team meets and exceeds revenue and growth targets.

• Establish KPI frameworks (conversion, handle time, service levels, customer satisfaction).

• Work with BI to manage performance dashboards and KPI tracking (e.g. conversion rates, average handle time, service levels).

• Provide executive oversight of workforce planning, scheduling, and real-time management to ensure operational excellence at scale.

• Work cross-functionally with other GMs, business development and product teams to integrate call center operations across company-wide initiatives.

• Champion adherence to industry regulations, company policies, and QA standards, maintaining a risk-aware culture.

• Sponsor the adoption of best-in-class technologies (Salesforce, Five9, NICE, Genesys) and continuous process improvements.

• Prepare and present performance reports to executive leadership, highlighting trends, insights, and recommendations.

• 5+ years of experience in call/contact center operations

• Exceptional problem-solving and decision-making skills

• Strong communication and organizational skills

• Ability to manage stress well, and juggle multiple account challenges at once.

• Fluent in Microsoft Word, Excel and PowerPoint

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