What are the responsibilities and job description for the Head 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.
- 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.
- 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.
- 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.