Director of Call Center Operations

About Company

For the past 80+ years, M&D has led the aftermarket in remanufacturing innovation to address technological advancements and changing customer needs. In the past few decades, we have expanded beyond our remanufacturing roots to develop close (and sometimes exclusive) partnerships with the world’s leading OEMs and manufacturers. Those partnerships with key suppliers like Bosch, Garrett, Federal Mogul, Cummins, Stanadyne, Holset, Borg Warner, Delphi, Yanmar, Mitsubishi, Denso and others have been critical in honing our remanufacturing capabilities and expanding our parts offering to include new, no core options in fuel injectors and fuel pumps, diesel engine cylinder heads, blocks, crankshafts and connecting rods.

M&D also stocks a complete assortment of turbos (new and remanufactured), inframe overhaul kits, filtration and aftertreatment parts including DPFs, DOCs, EGRs, sensors and other engine parts. Our strong remanufacturing roots combined with our 41 branch locations, a nationwide outside sales team of 25 and our close OEM & Manufacturer partnerships make us unique in the industry – no one understands diesel engine failure analysis and parts better than M&D.

WE FUEL UPTIME
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The Director of Call Center Operations is a strategic leadership position responsible for overseeing the entire call center function to ensure exceptional customer service delivery and operational excellence. This role involves developing and executing comprehensive strategies that enhance call center performance, optimize resource allocation, and drive continuous improvement initiatives. The Director will lead a large team of managers and supervisors, fostering a culture of accountability, collaboration, and high performance.

They will work closely with cross‑functional partners including technology, human resources, and quality assurance to align call center operations with broader organizational goals. Ultimately, this role is critical in elevating customer satisfaction, reducing operational costs, and supporting business growth through effective call center management across the United States.

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• At least 10 years of progressive experience in call center operations, including 5 years in a senior leadership role.
• Proven track record of managing large‑scale call center operations with a focus on customer experience and operational efficiency.
• Strong knowledge of call center technologies, workforce management systems, and CRM platforms.
• Excellent leadership, communication, and interpersonal skills with the ability to influence at all organizational levels.

• Master’s degree in Business Administration or a related discipline.
• Experience working in a multi‑site or global call center environment.
• Experience in call center operations that support product sales, fulfillment, and delivery, ideally within parts distribution; diesel parts experience preferred.
• Familiarity with Lean Six Sigma or other process improvement methodologies.
• Background in managing outsourced or hybrid call center models.
• Certifications related to call center management or customer experience (e.g., COPC, CCXP).

• Develop and implement strategic plans to improve call center efficiency, customer satisfaction, and employee engagement.
• Lead, mentor, and manage a team of call center managers and supervisors to achieve operational targets and service level agreements.
• Analyze key performance indicators and operational metrics to identify trends, challenges, and opportunities for improvement.
• Collaborate with IT and other departments to integrate technology solutions that enhance call routing, reporting, and workforce management.
• Oversee budgeting, forecasting, and resource planning to ensure optimal staffing and cost control.
• Drive initiatives focused on quality assurance, compliance, and regulatory adherence within call center operations.
• Partner with training and development teams to design and implement ongoing employee training programs.
• Serve as a key liaison between senior leadership and call…