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Scion Staffing · 1 week ago

Director of Call Center Operations

Grand Rapids, MI

Full-time

Onsite

Director/Executive

$115K/yr - $125K/yr

7+ years exp

Scion Staffing is conducting a search for a Director of Call Center Operations for a growing home services organization in Grand Rapids, Michigan. This leadership role focuses on developing strategies to enhance customer experience and operational excellence while overseeing call center operations and leading a customer service team.

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Growth Opportunities

Responsibilities

Develop and execute a comprehensive strategy for a Customer Service Center of Excellence that enhances the end-to-end customer journey

Provide direct leadership and oversight of call center operations, including customer service managers and field call center supervisors

Establish scalable systems and coverage models to support peak demand, after-hours service, and 24/7 customer needs

Optimize CRM platforms and phone system technologies to improve efficiency, responsiveness, and lead conversion

Create, track, and analyze KPIs related to customer satisfaction, operational performance, and revenue opportunities

Partner cross-functionally with Marketing, Technology, Dispatch, and Operations to support omni-channel customer engagement and lead handling

Lead the development of customer experience analytics, reporting, and continuous improvement initiatives

Oversee training resources and agent learning programs to drive skill development and consistent service quality

Recruit, mentor, and grow a high-performing, customer-focused service team

Enhance post-purchase experiences by improving referral programs, review collection efforts, loyalty initiatives, and customer feedback loops

Qualification

Call center operationsCustomer engagementCRM platformsData analysisLeadership experienceCustomer satisfactionOperational performanceBusiness degreeTeam mentoring