Director - Call Center

ATI Restoration, LLC • Phoenix, AZ

10h

About The Position

Revenue Alignment & Field Handoff:
Establish the call center as a commercial function with clear accountability for meetings booked and lead-to-job conversion. Ensure high-quality handoffs to BDMs, Project Directors, and field teams, with clean data and closed-loop follow-through. Build follow-up processes for unconverted inquiries, and drive measurable improvements in inbound conversion.
Transformation Leadership, BPO & National Account SLAs:
Own and lead the near-term transformation plan, establishing the foundational processes, standards, and tools to scale the function. Evaluate, onboard, and manage outsourced call center partners, ensuring consistent quality, scripting, and SLA performance. Manage carrier and national account SLA requirements, including routing, reporting, and escalation protocols. Set the standard for first-touch customer experience, ensuring consistency, professionalism, and urgency in every interaction.

Requirements

• 7--10+ years of experience in call center, inside sales, or customer operations leadership
• Experience leading scaled teams in home services, restoration, construction, or similar industries preferred
• Proven experience managing outsourced/BPO call center partners strongly preferred
• Track record of building or transforming a call center function
• Operational Rigor -- Runs a disciplined operation and holds teams accountable to clear targets
• Data-Driven Decision Making -- Uses performance data to prioritize actions and guide the team
• Team Leadership & Coaching -- Develops agents and supervisors through active, hands-on leadership
• Process Design & Scalability -- Builds repeatable processes and standards that scale with growth
• Change Management -- Leads transformation efforts and drives continuous improvement
• Cross-Functional Partnership -- Works closely with sales, marketing, IT, and field operations to protect handoff quality and revenue
• Customer Experience Orientation -- Sets the standard for professional, confident customer interactions
• Execution & Urgency -- Moves quickly, prioritizes effectively, and drives results in a fast-paced, high-demand environment
• Vendor & BPO Management -- Manages outsourced partners to the same performance standards as internal teams.

Nice To Haves

• bachelor's degree preferred

Responsibilities

• Establish the call center as a commercial function with clear accountability for meetings booked and lead-to-job conversion
• Ensure high-quality handoffs to BDMs, Project Directors, and field teams, with clean data and closed-loop follow-through
• Build follow-up processes for unconverted inquiries, and drive measurable improvements in inbound conversion
• Own and lead the near-term transformation plan, establishing the foundational processes, standards, and tools to scale the function
• Evaluate, onboard, and manage outsourced call center partners, ensuring consistent quality, scripting, and SLA performance
• Manage carrier and national account SLA requirements, including routing, reporting, and escalation protocols
• Set the standard for first-touch customer experience, ensuring consistency, professionalism, and urgency in every interaction

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 501-1,000 employees