Director of Contact Centre Operations

Call Center Operations Director

Hours: Full Time - Hybrid, onsite Mon - Thurs

Location:Charlotte NC

Compensation:We pay competitive market rates dependant on experience and qualifications

Includes:Base, Bonus, Benefits

About us -NearU is a people-centric, process-driven, and technology-enabled customer service platform dedicated to revolutionizing the home services industry by vastly improving the customer and employee experience.

Summary -NearU is looking for an experienced and dynamicCall Center Operations Directorto stand up, lead and develop our home services contact and booking center operations, supporting HVAC, plumbing, and electrical services. This role is critical in building and executing strategic initiatives to optimize call, chat, and online booking processes while ensuring scheduling efficiency based on technician availability and capacity. The ideal candidate has experience working in a multi-site environment with focus on both internal and external customers. They will recruit and manage a high-performing team, drive performance metrics, and deliver outstanding customer satisfaction and revenue growth. This position plays a pivotal role in supporting NearUs expansion strategy and integrating new branches and services into the National Booking Center.

This role will be based out of our Charlotte, NC office.

What youll do

• Develop and implement strategies to streamline call center workflows, achieve booking, call handling, and customer engagement goals across phone, chat, and online booking channels.
• Lead initiatives supporting NearUs expansion strategy, including scaling operations for new branch integrations and acquisition onboarding into the call center processes.
• Build, train, and lead a team of managers, supervisors, and agents focused on delivering exceptional customer service and maximizing booking conversion rates.
• Cultivate a positive, customer-focused culture that emphasizes teamwork, continuous improvement, and employee engagement in the booking center and across geographically dispersed business departments aligning operations with the National Booking Center vision.
• Partner with marketing, sales, and service teams to align contact center operations with business goals, seasonal demand, and promotional campaigns.
• Develop initiatives to enhance customer satisfaction, increase first-call resolution, and ensure timely and accurate service appointments.
• Explore and implement AI tools, automation, and other advanced technologies to enhance call handling, scheduling efficiency, and customer experience.
• Drive innovation through omnichannel booking solutions and digital transformation initiatives to optimize customer interactions across all touchpoints.
• Champion the voice of the customer by using insights from customer interactions to inform business decisions and develop and implement improvements.
• Oversee scheduling operations to optimize appointment setting based on real-time technician capacity, availability, and geographic considerations.
• Collaborate with service dispatch teams to balance service quality, technician efficiency, and customer convenience.
• Align with marketing to drive efficiencies in media spend to fill schedules and limit wasted spend based on capacity.
• Collaborate with IT and vendors for system enhancements and lead vendor management efforts to drive system improvements and cost efficiencies.
• Manage budgets, staffing levels, and resources to achieve cost-effective operations and meet service delivery goals. As well set up for scalability by continuously enhancingprocesses, systems, and staffing to support growth.
• Monitor and analyze key performance indicators (KPIs), including call answer rates, booking conversions, appointment adherence, technician utilization, and customer satisfaction. Implement data-driven improvements.
• Build, train, and lead a team of managers, supervisors, and agents focused on delivering exceptional customer service and maximizing booking conversion rates.

Were excited about you because of your...

• Bachelors degree in Business Administration, Operations Management, or related field; or equivalent experience.
• 5 years of proven leadership in contact center operations with experience in booking, scheduling, and customer service, preferably in the Home Services industry (HVAC, plumbing, or electrical) or similar appointment-based environments.
• Experience working in a multi-site environment with focus both on external and internal customers
• Expertise in scheduling management, capacity planning, and technician dispatch alignment to maximize operational efficiency.
• Strong leadership and coaching skills with a track record of building and managing high-performing teams.
• Proficiency with CRM systems, booking platforms, and scheduling technology; experience with tools like ServiceTitan or similar platforms is highly preferred.
• Data-driven decision-making and analytical expertise in performance optimization, cost control, and process improvement.
• Demonstrate strong change management skills to manage cultural shifts and transformation efforts.
• Has proven track record managing high-pressure situations, including seasonal demand spikes, system outages, and unexpected changes in technician availability.
• Excellent communication and interpersonal skills to effectively collaborate across teams and with customers.
• Experience managing multi-channel service interactions (phone, chat, and online).
• Budgeting and resource management skills, with a focus on efficiency and scalability.

Preferred skills

• MBA or certifications in operations management, Lean Six Sigma, or customer experience.
• Experience in a fast-paced or growth-focused environment in the Home Services sector.
• Certification in contact center leadership, scheduling optimization, or customer service (e.g., ICMI, COPC).
• Experience in mergers and acquisitions environments and large-scale operational integrations.

Note:This job description is not intended to be all-inclusive. Employee may be expected to perform other related duties as assigned.

Disclaimer:This job description reflects managements assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. This document does not create an employment contract, implied or otherwise. Management reserves the right to change, add, or remove duties at any time with or without notice.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We offer benefits including: Medical, Dental, Vision, Life, 401k, Paid Time Off & additional voluntary benefits