Director of Call Center Operations

About the Role

The Director of Call Center Operations will provide strategic and tactical leadership for our intake department. You will be responsible for the performance of both on-site and remote teams, focusing on the integration of telephony systems with our CRM to ensure seamless lead management and data integrity.

• Operational Oversight: Lead a growing team of 20+ intake representatives. Establish performance benchmarks, manage headcount planning, and implement rigorous training programs.
• Systems Architecture: Manage and optimize the call center tech stack, including ACD logic, IVR routing, and Omni-channel communication flows.
• Performance Metrics: Monitor and report on critical KPIs, including AHT (Average Handle Time), Occupancy Rates, First Call Resolution, and overall conversion percentages.
• Workforce Management (WFM): Utilize data-driven forecasting to manage scheduling and real-time adherence across multiple time zones.
• Quality Assurance: Develop standardized scoring rubrics and conduct regular call monitoring to ensure compliance and high service standards.

• Telephony & VoIP: Advanced experience configuring cloud-based telephony platforms (e.g., Five9, Talkdesk, or Genesys) and implementing Skill-Based Routing.
• CRM Integration: Proven ability to manage data synchronization between communication platforms and CRMs via API or native integrations.
• Lead Management: Experience with automated Lead Distribution logic and Lead Scoring models to prioritize high-intent inquiries.

• 5+ years of management experience in a high-volume call center or intake environment.
• Demonstrated ability to scale teams and processes in a fast-paced environment.
• Proficiency in data analysis and reporting tools.
• Willing to work from the Atlanta area to support our hybrid office model.

Please submit your resume. We are specifically interested in candidates who can demonstrate a successful track record of managing both technical systems and diverse teams.