National Booking Center - Director, Call Center Operations

NearU, and Affiliate Regional HVAC Branches•Charlotte, NC

About The Position

NearU Services is seeking a strategic and results-driven Director of Call Center to lead and optimize our multi-location call center operations. This leader will be responsible for driving performance, enhancing customer experience, implementing scalable processes, and developing high-performing teams. The ideal candidate brings a balance of data-driven decision-making, strong leadership, and a passion for service excellence.

Requirements

7+ years of call center leadership experience, preferably in home services or a multi-location environment
Proven track record of improving performance metrics and scaling operations
Strong analytical and problem-solving skills with experience using data to drive decisions
Experience with call center technologies, CRM/ATS systems, and workforce management tools
Excellent leadership, communication, and team development skills
Ability to manage multiple priorities in a fast-paced environment

Responsibilities

Lead daily operations of the call center, ensuring high performance across scheduling, dispatch support, and customer service functions
Develop and execute strategies to improve key metrics such as conversion rates, call quality, speed to answer, and customer satisfaction
Build, mentor, and manage call center leadership and frontline teams
Establish and maintain KPIs, reporting dashboards, and performance tracking
Partner with field operations and brand leaders to align call center support with business needs
Implement best practices, training programs, and quality assurance processes
Evaluate and optimize call routing, workforce management, and technology platforms
Drive continuous improvement initiatives and scalability across multiple brands