Call Center Director (Operations, KPIs & AI Enablement)

The Opportunity

We’re hiring a Call Center Director to lead, scale, and optimize high-performance outbound call center operations across multiple client programs.

This is not a “keep-the-lights-on” role. We are looking for a strategic operator and systems builder—someone who understands call center economics, lives in KPIs, and knows how to drive performance through process, people, and technology (including AI).

Within your first 60–90 days, you will be expected to bring structure to complex operations, standardize performance management, and elevate team output through clear metrics, coaching frameworks, and automation.

Why This Role Matters

• Own the Operation – You will lead and improve multi-team call center performance end-to-end.
• Build for Scale – We are designing systems that support 10x growth over the next 5 years.
• Data-Driven Leadership – Decisions are made through dashboards, KPIs, and real-time insights.
• AI-Forward Environment – Leverage AI for QA, coaching, forecasting, and productivity.
• Career Acceleration – High performance opens the door to VP-level leadership roles.

What You’ll Do

Call Center Operations Leadership

• Own day-to-day and strategic performance of outbound call center teams (appointment setting & sales support).
• Standardize operating procedures, workflows, and escalation paths across programs.

KPI & Performance Management

• Define, track, and improve KPIs including:
  • Contact rate
  • Conversion rate
  • Appointments set per rep
  • QA scores
  • Attendance & productivity
  • Cost per appointment / ROI
• Build dashboards and reporting rhythms for leadership and clients.

Continuous Improvement & QA

• Lead ongoing performance improvement initiatives using root-cause analysis.
• Design and manage QA frameworks, scorecards, and coaching loops.
• Partner with Training to improve ramp time and early-stage performance.

Team Leadership & Development

• Lead managers, supervisors, and team leads.
• Create accountability frameworks and performance-based coaching cultures.
• Identify high-potential talent and build leadership bench strength.

AI, Automation & Tools

• Implement AI-driven tools for:
  • Call analysis & QA automation
  • Rep coaching insights
  • Forecasting and capacity planning
  • Workflow and task automation
• Optimize use of CRMs, dialers, PM tools (ClickUp or equivalent), and analytics platforms.

Cross-Functional Collaboration

• Partner with Client Success, Sales, Recruiting, and Tech to align staffing, performance, and client outcomes.
• Act as a senior escalation point for operational or performance-related issues.

What You Bring

✅ 7–12 years of call center operations leadership experience
✅ Proven success managing KPIs and improving large-scale outbound performance
✅ Experience leading managers and multi-team environments
✅ Strong understanding of call center economics and productivity metrics
✅ Hands-on experience with CRMs, dialers, QA tools, and PM platforms (ClickUp, Asana, etc.)
✅ Demonstrated experience implementing process improvements and scaling operations
✅ Exposure to AI tools for call analysis, coaching, or automation
✅ Data-driven mindset with strong analytical skills
✅ Clear, confident communicator with executive presence
✅ Native or near-native English fluency
✅ Strong bias for action and ownership
✅ Professional home office setup (high-end PC, headset, stable internet)

Who Should Not Apply

🚫 You’ve never owned call center KPIs
🚫 You avoid accountability or data-driven decision-making
🚫 You are uncomfortable leading change or enforcing standards
🚫 You rely on intuition instead of metrics
🚫 You are not technically curious or AI-aware
🚫 You struggle in fast-growth, high-expectation environments

What We Offer

• Competitive salary $5,000 monthly
• Fully remote work environment
• Executive-level visibility and influence
• Opportunity to architect systems used at scale
• Clear growth path toward VP of Operations
• The chance to help build a $100M+ organization from the inside

Are You the One?

This is a builder’s leadership role. You will be trusted with real responsibility, challenged with real problems, and rewarded for real results.

If you thrive on performance, structure, and scale—and want to lead the future of call center operations powered by data and AI—we want to talk.

📩 Apply now and help us define the next generation of call center excellence.