Call Center Director

Level: Director | Type: Direct Hire | Location: Los Angeles | Range: $180-200k

The role

Our client's contact center is the front line of client acquisition and revenue generation in a high-volume inbound setting, directly impacting conversion, quality, and operational efficiency.

We are seeking a Director of Contact Center Operations to lead a multi-layer team, bringing structure, accountability, and disciplined execution to drive measurable performance improvements across staffing, coaching, and revenue-focused KPIs.

What you will own

• Oversee the functionality and efficiency of the phone systems
• Ensure seamless connectivity between call center systems and CRM to facilitate accurate and timely data transfer
• Create and maintain dashboards to monitor call center performance, providing actionable insights that help team members improve their efficiency and effectiveness
• Identify and resolve technical issues swiftly
• Foster a culture of continuous improvement, making everyone better at their jobs by ensuring systems are seamless and efficient
• Integrate emerging technologies, such as generative AI, into the systems to enhance effectiveness and drive innovation
• Analyze call center metrics to identify trends, areas for improvement, and opportunities for optimization
• Implement strategies to enhance lead conversion rates, ensuring a smooth transition from inquiry to client onboarding

What we require

• 7+ years of proven experience managing call center technology and CRM systems
• Strong analytical skills with the ability to interpret complex data and generate actionable insights
• Excellent leadership and team management abilities
• Proficiency using performance monitoring tools and software
• Exceptional problem-solving skills and a proactive approach
• Curiosity and tenacity in exploring new technologies and solutions
• Ability to work in a fast-paced environment and adapt to changing priorities
• Familiarity with data visualization tools such as Tableau or Power BI
• Knowledge of call center best practices and industry standards

What will set you apart

• Fluency in Spanish