Director, Call Center Operations

Purpose

Drive inbound and outbound revenue generation, customer experience excellence, and multi-state call center operations by leading Inside Sales, Customer Care, Retention, and Scheduling functions. This role accelerates top-line growth by maximizing booking conversion, delivering world‑class customer interactions, and optimizing workforce and technology performance through advanced AI capabilities, automation, predictive analytics, and conversational intelligence within a high-volume, PE-backed home services organization

• Lead the Inside Sales organization to achieve booking, outbound conversion, upsell, and revenue-per-call targets through AI-assisted sales tools and real-time coaching technology.
• Develop sales strategies, scripts, objection handling frameworks, and coaching programs enhanced by AI-driven conversation intelligence and predictive insights to increase close rates and average revenue per job.
• Implement daily/weekly sales reviews and dashboards incorporating AI-scored conversations, sentiment analytics, and performance modeling.
• Partner with Marketing to optimize lead flow and quality using AI-powered attribution, lead scoring, and routing logic.

• Oversee all inbound customer care operations including scheduling, service inquiries, customer retention, and escalation handling with an emphasis on automation and intelligent triage.
• Implement customer experience standards supported by AI-enabled call summarization, automated QA scoring, and predictive repeat-call prevention tools.
• Standardize workflows and communication touchpoints across markets using AI to identify best practices and performance gaps.

• Lead workforce planning supported by AI forecasting models, predictive staffing, and real-time adherence monitoring tools.
• Establish rigorous QA programs including AI-generated scorecards, automated compliance checks, and conversation quality predictions.
• Drive continuous improvement through AI-driven data analysis, call transcription insights, customer sentiment trends, and performance heatmaps.

• Optimize CRM, telephony, dialer, IVR, WFM, QA, and sales enablement platforms by integrating AI capabilities across routing, automation, and agent-assist functions.
• Implement AI-enabled workflows to increase speed-to-answer, reduce operational costs, and elevate conversion.
• Lead reporting cadence using dashboards that include AI trend analysis, predictive KPIs, and automation impact measurements.
• Oversee major technology initiatives including chatbot deployments, intelligent routing enhancements, IVR modernization, and system integrations.

• Develop high-performing AI-enabled teams across Inside Sales, Customer Experience Supervisors, QA, WFM, and frontline agents.
• Build a culture of accountability, coaching, innovation, and continuous improvement supported by AI-powered performance transparency and coaching insights.
• Recruit, train, and onboard talent using AI-enhanced training tools, simulated coaching environments, and automated skill-gap detection.

• AI-Enhanced Conversion Rates:
  Meet or exceed monthly inbound/outbound conversion metrics using predictive recommendations and conversational intelligence.
• Revenue Per Call:
  Increase via AI-informed upsell triggers and optimized call flows.
• Outbound Sales Productivity:
  Achieve daily/weekly KPIs supported by automated cadence tools and predictive contact strategies.

• CSAT/NPS:
  Maintain = 90% satisfaction supported by AI-driven service consistency and early issue detection.
• First-Call Resolution:
  Improve using AI-generated real-time agent assists and knowledge recommendations.
• Service Reliability:
  Achieve rapid escalation resolution using intelligent workflow automation.

• Service Levels: = 85% of calls answered within target, supported by AI staffing and routing.
• Workforce Efficiency:
  Meet adherence, occupancy, and staffing variance targets through AI WFM tools.
• QA Compliance: = 95% accuracy using automated scoring and transcription analytics.

• Accelerates top-line revenue using AI-assisted sales coaching, automation of low-value tasks, and insight-driven outbound strategies.
• Strengthens customer loyalty through predictive retention modeling, personalized communication, and rapid issue identification.
• Improves scalability by integrating automation, intelligent routing, and end-to-end AI insights across the sales and service workflow.
• Enhances brand reputation by ensuring highly consistent, accurate, and customer-friendly interactions powered by conversational AI tools.
• Supports PE growth strategy through operational efficiency, optimized staffing, and revenue-driven technology enhancements.

• AI-Enabled Sales Leadership:
  Skilled at leveraging…