What are the responsibilities and job description for the Director, Call Center Operations position at Veridian Service Partners?
At Veridian Service Partners, we believe in putting people first—our team, our customers, and our communities. Backed by private equity and focused on growth through both organic expansion and acquisitions, we are building the most admired and profitable home services company in America’s top 50 markets.
Veridian is more than just a name; it represents growth, integrity, and opportunity. We’re expanding across the outdoor services space with a commitment to quality, professionalism, and a culture rooted in respect and teamwork. Join us as we continue to grow, innovate, and make a lasting impact—one backyard at a time.
Why work with us:
- Competitive pay (based on experience)
- On-the-job training
- Company Expansion and growth opportunities
- Team-oriented work environment
- Consistent work year-round
- Great benefits PTO package
Job Summary: The Call Center Director leads strategic planning and operations for the company’s call center, ensuring optimal performance, scalability, and customer satisfaction. Oversees multiple teams and supervisors to drive quality service delivery and continuous improvement.
What You Will Do:
- Direct and manage overall call center operations, staffing, and performance.
- Develop and execute strategies to enhance customer engagement and retention.
- Set and monitor service level goals, KPIs, and quality benchmarks.
- Partner with Marketing, Sales, and Operations to optimize customer touchpoints.
- Analyze data and implement process improvements for efficiency and service quality.
- Lead technology initiatives to improve automation, analytics, and CRM performance.
What We Are Looking For: To effectively perform the duties for this position, individuals must be able to demonstrate competencies that are essential to the position, which include:
- Bachelor’s degree in Business, Communications, or related field.
- 7–10 years of call center experience, including multi-site leadership.
- Proven success in strategic planning, customer service, and process optimization.
- Excellent leadership, communication, and analytical skills.
- Proficient in Google Workspace, Microsoft Office, call routing systems and CRM systems.
- Comfortable working in a fast-paced, growing environment with limited structure
- Bilingual (English/Spanish) a plus but not required.