What are the responsibilities and job description for the Director of Call Center Operations position at AccruePartners?

WHO OUR CLIENT IS

PE-backed consumer services company supporting skilled trades, experiencing rapid growth through acquisitions.
Multi-state presence with more than 10 companies within their portfolio.
Employee-oriented, high-performance, innovative culture emphasizing empowerment, quality, productivity, and integrity.

WHY YOU SHOULD CONSIDER THIS OPPORTUNITY

Expansion-driven role with high visibility to leadership and long-term growth potential.

Strong employee-first culture that values and appreciates its people.

Competitive compensation, benefits, and bonus structure.

Why the Role Is Important :

Lead the buildout of a centralized contact center, transitioning inbound calls, online appointments, and AI chat from branch-level handling.

Improve call coverage and efficiency, increasing revenue by capturing missed opportunities from smaller branches.

Develop and scale a high-performing team, launching with 10 agents in April and expanding to 50 agents by year-end.

Implement and refine KPIs, ensuring the CRM tool data integrity and optimizing appointment scheduling.

Standardize booking processes, ensuring a consistent customer experience across all branches.

Collaborate with branch leadership to align scheduling strategies with field service operations.

Future expansion potential in 2026, including outbound call strategies and more.

Background That Fits :

Proven experience launching and leading a centralized contact center, ideally in home services, scheduling, or related industries.

Operational leadership expertise with experience scaling a high-growth team from startup to full capacity.

Strong call center KPI and workforce management experience, comfortable refining metrics that drive efficiency and performance.

Technology-driven approach with experience in CRM and booking platforms.

Change management and process standardization skills, ensuring structured, scalable workflows.

Customer-first mindset, balancing customer scheduling needs with skilled labor availability.

LI-KJ1

Apply for this job

Receive alerts for other Director of Call Center Operations job openings

Job openings at AccruePartners

Senior Product Manager

AccruePartners

Rock Hill, SC Full Time

Senior Product Manager THE TEAM YOU WILL BE JOINING : Globally recognized leader in the dental industry with a strong pr...

Assistant Controller

AccruePartners

Blacksburg, SC Full Time

WHO OUR CLIENT IS : Rapidly expanding privately held construction services firm. Stable, reputable company with over a d...

Recruiter- Retail

AccruePartners

Charlotte, NC Full Time

WHAT THEY OFFER YOU This is an in-office Charlotte position. Amazing culture with high growth globally so their exciteme...

Audit Associate

AccruePartners

Huntersville, NC Full Time

COMPANY PROFILE: Fortune 500 manufacturing organization Named one of the World's Most Admired Companies 8 years in a row...

Not the job you're looking for? Here are some other Director of Call Center Operations jobs in the Charlotte, NC area that may be a better fit.

Call Center Agent

Enterprise Call Center, Charlotte, NC

Call Center Representative

Enterprise Call Center, Charlotte, NC

Director of Call Center Operations

What are the responsibilities and job description for the Director of Call Center Operations position at AccruePartners?

What is the career path for a Director of Call Center Operations?

Job openings at AccruePartners

Not the job you're looking for? Here are some other Director of Call Center Operations jobs in the Charlotte, NC area that may be a better fit.

We don't have any other Director of Call Center Operations jobs in the Charlotte, NC area right now.

AI Assistant is available now!