Director of Call Center Operations

NearU, and Affiliate Regional HVAC Branches•Charlotte, NC

1d•Onsite

About The Position

NearU is a growing, private equity-backed home services platform providing residential HVAC, plumbing, and electrical services through a portfolio of local brands and branch locations. Our mission is to revolutionize the home services industry through training and technology. We are a people-centric, process-driven organization focused on improving the customer and employee experience while driving operational excellence and scalable growth. NearU is seeking a strategic, technology-driven Director of Call Center Operations to lead and optimize our National Booking and Contact Center across a growing, multi-location organization. This leader will oversee centralized customer engagement, appointment booking, lead conversion, workforce planning, scheduling, and operational performance. A key priority is leveraging AI, automation, analytics, and workforce management technology to improve productivity, optimize labor costs, align customer demand with technician capacity, and maximize booked revenue. The Director will also establish scalable processes, integrate newly acquired branches, and build a high-performing team that delivers a consistent customer experience across NearU’s brands. This position requires working onsite at NearU’s Charlotte, NC office.

Requirements

8+ years of progressive call center or contact center operations experience, including significant leadership responsibility in a high-volume, multi-channel environment.
Proven experience leading multi-site or multi-location contact center operations, ideally within home services, field services, or another appointment-driven business.
Strong workforce management expertise, including forecasting, Erlang C or comparable contact center staffing models, labor calculations, scheduling, intraday management, and capacity planning.
Demonstrated experience implementing, integrating, or optimizing a WFM platform or third-party workforce management solution.
Proven track record of implementing AI, automation, or technology-enabled process improvements with measurable operational results.
Experience managing appointment booking, lead conversion, customer experience, service levels, and contact center performance metrics.
Strong analytical and financial acumen, including labor cost optimization, KPI reporting, business case development, and ROI measurement.
Experience leading managers and frontline teams through operational change, technology implementations, and organizational growth.
Excellent communication, vendor management, and cross-functional partnership skills.
Bachelor’s degree in Business, Operations, or a related field preferred; equivalent experience considered.
Must be able to work onsite at NearU’s Charlotte, NC office.

Responsibilities

Lead and scale centralized booking and contact center operations supporting multiple branches, brands, and service markets.
Standardize workflows, service standards, performance expectations, and operating procedures while accommodating local market and branch requirements.
Optimize inbound and outbound calls, digital leads, chat, and online booking to improve customer experience, appointment conversion, and revenue.
Partner with branch leadership, Operations, Dispatch, and Marketing to align lead generation and booking activity with technician availability, service capacity, geography, and seasonal demand.
Lead contact center integration for new acquisitions and locations, ensuring consistent processes, systems, and performance standards.
Own workforce management strategy, including contact volume forecasting, staffing models, scheduling, intraday management, capacity planning, and labor optimization.
Develop accurate staffing and demand forecasts using historical trends, seasonality, marketing campaigns, weather, and business growth.
Demonstrate expertise in workforce calculations, labor modeling, schedule optimization, productivity, service-level planning, and cost management.
Evaluate, select, implement, or integrate third-party workforce management (WFM) platforms and related technologies when appropriate.
Align staffing and booking capacity with technician availability to improve schedule utilization, minimize missed opportunities, and balance customer demand with labor costs.
Lead the implementation and optimization of AI, automation, and contact center technologies to improve efficiency, customer experience, and conversion.
Identify opportunities for AI-enabled call routing, agent assistance, quality assurance, call summarization, self-service, forecasting, and automated appointment booking.
Partner with IT and vendors to evaluate, integrate, and optimize contact center and WFM platforms, establishing adoption plans and measurable ROI.
Use analytics and reporting to identify performance gaps, improve workflows, and scale technology-enabled best practices across locations.
Establish KPIs, dashboards, and accountability for service levels, abandonment, booking conversion, lead-to-booking rates, agent productivity, cost per booking, customer satisfaction, and labor efficiency.
Build, coach, and develop a high-performing team of managers, supervisors, booking agents, and workforce management professionals.
Partner with Marketing and Operations to connect lead generation, booking performance, technician capacity, and revenue outcomes.
Manage operating budgets, staffing costs, and strategic vendor relationships while identifying opportunities to improve profitability and service quality.
Foster a culture of accountability, continuous improvement, collaboration, and exceptional customer care.