What are the responsibilities and job description for the Director - Call Center position at ATI Restoration?
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
● 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
● 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
Education and Experience:
● 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; bachelor's degree preferred
● 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; bachelor's degree preferred
Competencies:
● 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.
● 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.
Career Path:
● High-performing Directors have a defined advancement pathway into senior leadership roles, including Sr. Director and VP-level positions across customer operations, CX, and commercial functions.
● Progression is tied to sustained performance, successful buildout of the function, and demonstrated ability to scale teams and leaders
● High-performing Directors have a defined advancement pathway into senior leadership roles, including Sr. Director and VP-level positions across customer operations, CX, and commercial functions.
● Progression is tied to sustained performance, successful buildout of the function, and demonstrated ability to scale teams and leaders