Head of Call Center Operations

Description

Description

• Hire and build the team
  

• Scale and manage performance Run the floor during shifts, drive core KPIs (dials, contacts, talk time, appointments or sales, conversion rate) and hold team leads and agents accountable to clear targets
• Execute training and quality Use existing and help improve onboarding, scripts, rebuttals, and QA processes to ramp new hires quickly, review calls regularly, and coach team leads on how to improve their teams
• Handle operations and scheduling Set and manage shift schedules, attendance, adherence to US hours, and correct use of the dialer, CRM, and lead lists, while keeping data and dispositions clean
  

Requirements

• Deep call center leadership experience
  

• Proven hiring and scaling track record Demonstrated success hiring, ramping, and retaining outbound sales agents and team leads in volume, ideally scaling a team toward 80 to 100 seats
• Strong grasp of outbound sales and tools Solid understanding of outbound sales metrics and levers, with hands on experience using dialers and CRMs in a high volume environment
• Communication and coaching strength Excellent spoken and written English and the ability to coach agents on accent, tonality, call control, and following scripts without sounding robotic
• Builder mindset and ownership Comfortable working a permanent night shift, taking full ownership of results, making tough calls on performance, and treating the center as your own business unit
  

Benefits

• Opportunity to use your experience and judgment to build a high-performing outbound sales team from the ground up
• Significant ownership and autonomy in shaping the culture, standards, and leadership bench of a 100+ seat call center
• Professional development support, including training, tools, and resources to help you build and manage a world class team