Director Call Center Operations jobs in United States
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M&D · 13 hours ago

Director Call Center Operations

positionHumble, TX
timeFull-time
remoteOnsite
seniorityDirector/Executive
date10+ years exp

M&D is a leader in remanufacturing innovation with over 80 years of experience. The Director of Call Center Operations is responsible for overseeing call center functions, enhancing performance, and driving operational excellence to elevate customer satisfaction and support business growth.

AutomotiveManufacturingWholesale
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Growth Opportunities

Responsibilities

Develop and implement strategic plans to improve call center efficiency, customer satisfaction, and employee engagement
Lead, mentor, and manage a team of call center managers and supervisors to achieve operational targets and service level agreements
Analyze key performance indicators and operational metrics to identify trends, challenges, and opportunities for improvement
Collaborate with IT and other departments to integrate technology solutions that enhance call routing, reporting, and workforce management
Oversee budgeting, forecasting, and resource planning to ensure optimal staffing and cost control
Drive initiatives focused on quality assurance, compliance, and regulatory adherence within call center operations
Partner with training and development teams to design and implement ongoing employee training programs
Serve as a key liaison between senior leadership and call center teams to communicate goals, updates, and feedback
Manage vendor relationships and third-party service providers to ensure service quality and contractual compliance
Lead change management efforts to adapt to evolving business needs and customer expectations

Qualification

Call center operationsCustomer experienceOperational efficiencyStrategic planningCall center technologiesWorkforce management systemsCRM platformsChange managementProcess improvementAnalytical skillsLean Six SigmaVendor managementEmployee trainingLeadershipCommunication skillsInterpersonal skills

Required

Bachelor's degree in Business Administration, Operations Management, or a related field
At least 10 years of progressive experience in call center operations, including 5 years in a senior leadership role
Proven track record of managing large-scale call center operations with a focus on customer experience and operational efficiency
Strong knowledge of call center technologies, workforce management systems, and CRM platforms
Excellent leadership, communication, and interpersonal skills with the ability to influence at all organizational levels

Preferred

Master's degree in Business Administration or a related discipline
Experience working in a multi-site or global call center environment
Familiarity with Lean Six Sigma or other process improvement methodologies
Background in managing outsourced or hybrid call center models
Certifications related to call center management or customer experience (e.g., COPC, CCXP)

Company

M&D

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M&D has led the diesel aftermarket in remanufacturing and parts distribution for the past 80 years.
dateFounded in 1943
location
Humble, Texas, USA
people-size501-1000 employees
web-link
https://www.thedieselstore.com/

Funding

Current Stage
Late Stage

Leadership Team

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Grant Garrett
Chief Executive Officer
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Recent News

EIN Presswire
M&D names Tom Rizzi as CEO
2026-01-07
EIN Presswire
M&D rebrands Turbo Diesel & Electric locations
2025-08-04
Kalkine Media
M&D Announces Acquisition of Taylor Diesel Group
2023-12-22
Company data provided by crunchbase