Director of Call Center Operations

Trades Holding Co., LLC provided pay range

This range is provided by Trades Holding Co., LLC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$/yr - $/yr

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Vice President Talent Acquisition for Trades Holding Company

We are hiring a Director of Call Center Operations to lead and scale a growing, technology-enabled call center operation. This role is for a proven leader who can step in quickly, drive performance, and lead teams through growth and change.

This leader will own day-to-day operations while helping shape the future-state call center
, managing managers, optimizing technology (Service Titan, AI, phone systems), and strengthening alignment between call center, dispatch, and field operations.

This is a hands-on, high-impact role requiring strong leadership, technical fluency, and operational discipline.

Key Responsibilities Leadership & Team Management

• Lead a multi-layered call center organization, including direct management of multiple team leads across locations.
• Coach and train leaders and agents in real time; reinforce performance standards and accountability
• Lead through change with clarity, consistency, and a positive, solutions-oriented approach
• Build a high-performance, customer-focused culture

Operations & Performance

• Own daily call center operations, ensuring efficiency, quality, and scalability
• Drive best-in-class inbound and outbound performance in partnership with dispatch and field leadership
• Align call handling, scheduling, and capacity to support revenue and customer experience
• Identify gaps and implement process improvements quickly and effectively

Technology, AI & Phone Systems

• Serve as a hands-on expert in Service Titan, including call workflows, reporting, and operational optimization
• Leverage AI-enabled tools (QA, call analysis, automation, routing, forecasting, coaching) to improve conversion, quality, and efficiency
• Manage and optimize multiple phone service providers, IVR, routing, overflow, and after-hours coverage
• Ensure seamless integration across phone systems, Service Titan, and AI platforms
• Partner with vendors and internal teams to drive continuous improvement and adoption

KPIs & Optimization

• Own call center KPIs, including answer rate, booking/conversion, abandonment, AHT, schedule efficiency, and quality
• Use data and reporting to drive accountability, coaching, and operational decisions
• Translate insights into clear action plans for managers and teams

Change Management & Growth

• Lead the call center through growth, transformation, and organizational change
• Help design and implement the future-state call center structure, staffing model, and technology roadmap
• Support hiring, onboarding, and training to scale effectively
• Balance immediate execution with long-term operational strategy

Qualifications

Required:

• 7+ years of call center leadership experience in a performance-driven environment
• Proven experience managing managers and frontline teams
• Hands‑on Service Titan experience (or similar)
• Demonstrated experience using AI tools to improve call center performance
• Experience working with multiple phone service providers
• Strong understanding of call center KPIs and operational optimization
• Experience leading teams through growth or change
• Strong communication, analytical, and leadership skills

Preferred:

• Experience in home services or field‑service operations
• Background in scaling or restructuring call center operations
• Experience building SOPs, training programs, and performance frameworks

Benefits Start Day 1 of Employment!

• Paid time off and paid holidays
• Medical, dental, vision, life, and 401(k) match up to 4%

About Trades Holding Company

Founded in 1994, Trades Holding Company is a leading franchisee operator of four renowned residential home servicing brands:
Mr. Rooter (plumbing), Mr. Electric (electrical), Rainbow Restoration (restoration services) and Aire Serv (HVAC). As the largest Mr. Rooter franchisee, we are committed to delivering top‑tier plumbing, electrical, and water restoration services to our customers and communities across Ohio, Kentucky, and Indiana.

With…