Call Center Operations Director

Hours: Full Time - Hybrid, onsite Mon - Thurs

Location: Charlotte NC

Compensation: We pay competitive market rates dependant on experience and qualifications

Includes: Base, Bonus, Benefits

About us - NearU is a people-centric, process-driven, and technology-enabled customer service platform dedicated to revolutionizing the home services industry by vastly improving the customer and employee experience.

Summary - NearU is looking for an experienced and dynamic Call Center Operations Director to stand up, lead and develop our home services contact and booking center operations, supporting HVAC, plumbing, and electrical services. This role is critical in building and executing strategic initiatives to optimize call, chat, and online booking processes while ensuring scheduling efficiency based on technician availability and capacity. The ideal candidate has experience working in a multi-site environment with focus on both internal and external customers. They will recruit and manage a high-performing team, drive performance metrics, and deliver outstanding customer satisfaction and revenue growth. This position plays a pivotal role in supporting NearU’s expansion strategy and integrating new branches and services into the National Booking Center.

This role will be based out of our Charlotte, NC office.

 
What you’ll do

• Develop and implement strategies to streamline call center workflows, achieve booking, call handling, and customer engagement goals across phone, chat, and online booking channels.
• Lead initiatives supporting NearU’s expansion strategy, including scaling operations for new branch integrations and acquisition onboarding into the call center processes.
• Build, train, and lead a team of managers, supervisors, and agents focused on delivering exceptional customer service and maximizing booking conversion rates.
• Cultivate a positive, customer-focused culture that emphasizes teamwork, continuous improvement, and employee engagement in the booking center and across geographically dispersed business departments aligning operations with the National Booking Center vision.
• Partner with marketing, sales, and service teams to align contact center operations with business goals, seasonal demand, and promotional campaigns.
• Develop initiatives to enhance customer satisfaction, increase first-call resolution, and ensure timely and accurate service appointments.
• Explore and implement AI tools, automation, and other advanced technologies to enhance call handling, scheduling efficiency, and customer experience.
• Drive innovation through omnichannel booking solutions and digital transformation initiatives to optimize customer interactions across all touchpoints.
• Champion the “voice of the customer” by using insights from customer interactions to inform business decisions and develop and implement improvements.
• Oversee scheduling operations to optimize appointment setting based on real-time technician capacity, availability, and geographic considerations.
• Collaborate with service dispatch teams to balance service quality, technician efficiency, and customer convenience.
• Align with marketing to drive efficiencies in media spend to fill schedules and limit wasted spend based on capacity.
• Collaborate with IT and vendors for system enhancements and lead vendor management efforts to drive system improvements and cost efficiencies.
• Manage budgets, staffing levels, and resources to achieve cost-effective operations and meet service delivery goals. As well set up for scalability by continuously enhancingprocesses, systems,&