What are the responsibilities and job description for the Director of Operations position at CoverageX?
As we continue to grow, we’re seeking a Director of Operations who thrives in a fast-paced, metric-driven call center environment. This role will oversee all aspects of customer service and sales operations, driving performance, efficiency, and execution within our high-velocity sales environment. This role owns the day-to-day production engine of our call center—ensuring teams hit key performance metrics, processes are optimized, and we’re continuously improving toward scale
Ideal candidates have an analytical mindset, a strong foundation in economics, mathematics, or data, and experience managing production in a metric-heavy call center or inside sales environment. You’ll bring operational discipline and a sharp eye for performance levers—not to manage sales strategy, but to make sure the machine runs at its best.
Key Responsibilities:
- Oversee daily operations across inbound/outbound teams, focusing on execution, efficiency, and throughput
- Own performance KPIs such as dials/hour, contact rate, conversions, AHT, QA scores, and staffing adherence
- Build forecasting models and capacity plans to ensure resource alignment with volume and sales goals
- Identify performance bottlenecks and implement process improvements across people, tools, and workflows
- Collaborate with leaders in Sales, Training, Licensing, and Compliance to ensure seamless handoffs and support
- Maintain and improve standard operating procedures, ensuring consistency and quality across teams
- Provide regular reporting and insights to senior leadership, with actionable recommendations
- Develop frontline leadership by coaching managers on driving accountability and leading with metrics
Qualifications:
- Bachelor's degree in Economics, Mathematics, Data Science, or a related analytical field preferred but not required
- Experience leading call center or production teams in a sales-heavy environment
- Highly analytical, with proven experience analyzing performance data, and driving improvements
- Strong understanding of call center metrics, capacity planning, forecasting, and workforce management
- Experience scaling teams and improving output in high-volume, performance-based settings
- Familiarity with CRMs, dialers, QA tools, and other call center technology platforms
- Excellent communicator and collaborator, able to work cross-functionally and present to executive leadership
- Data-driven, process-oriented, and comfortable making decisions based on numbers
- on numbers