Director Call Center Operations

Call Center Director - Residential & Commercial Energy Services - Clearwater, FL

Hamilton Porter is a national recruiting firm that partners with companies to help them find and hire all-star talent. We are seeking a highly analytical and results-driven Call Center Director to lead and scale a 100+ person call center operation supporting both telesales and customer service within the retail energy industry (gas + electric sales). This role is responsible for driving performance through data, building scalable systems and processes, and developing high-performing teams.

The ideal candidate combines strong operational leadership with deep expertise in KPIs, analytics, performance optimization , and has a proven track record of managing large, fast-paced call center environments.

Key Responsibilities

Performance Management & KPIs

• Own and manage all call center KPIs across sales and service functions, including:
• Conversion rates / sales per rep; Revenue per call / per agent; Call quality scores; Average handle time (AHT); First call resolution (FCR); Customer satisfaction (CSAT)
• Attendance, adherence, and occupancy
• Establish clear performance benchmarks and continuously optimize targets based on data insights
• Build and maintain real-time dashboards and reporting systems to track performance at agent, team, and department levels
• Identify trends, gaps, and opportunities to improve efficiency, conversion, and customer experience

Analytics & Reporting

• Leverage data analytics to drive strategic decisions and operational improvements
• Develop forecasting models for call volume, staffing needs, and revenue projections
• Partner with marketing and leadership teams to analyze lead quality, funnel performance, and ROI
• Conduct regular deep-dive analyses into performance drivers and present actionable insights to executive leadership
• Implement tools and technologies to improve visibility, attribution, and performance tracking

Systems, Processes & Optimization

• Design, implement, and continuously refine scalable systems and processes across telesales and customer service operations
• Standardize workflows, scripts, QA processes, and escalation procedures
• Drive automation and efficiency initiatives to reduce costs and improve productivity
• Ensure compliance with regulatory requirements (including TCPA and energy industry guidelines)
• Optimize CRM, dialer systems, and call routing strategies to maximize performance

Team Leadership & Development

• Lead, manage, and scale a team of 100+ agents, including supervisors and managers
• Develop a high-performance culture focused on accountability, continuous improvement, and results
• Oversee hiring strategy, workforce planning, and onboarding processes
• Coach and mentor leadership staff to improve team performance and retention
• Implement structured training and ongoing development programs for sales and service excellence
• Conduct regular performance reviews and create individualized improvement plans

Quality Assurance & Customer Experience

• Oversee QA programs to ensure consistent, high-quality customer interactions
• Monitor call recordings and feedback loops to improve scripting and agent performance
• Drive initiatives to enhance customer satisfaction and reduce churn
• Align customer service strategies with overall brand and retention goals

Qualifications

• 7+ years of experience in call center operations, with at least 3+ years in a leadership role
• Proven experience managing large-scale (100+ agents) call centers with both sales and service functions
• Strong background in data analytics, KPI management, and performance optimization
• Experience in retail energy, utilities, or regulated industries is a BONUS but not required
• Deep understanding of dialer systems, CRM platforms, and call center technologies
• Demonstrated success in building systems, processes, and high-performing teams
• Excellent leadership, communication, and organizational skills

Compensation & Perks

• Competitive Annual Base Salary
• Strong Bonus Program
• Comprehensive Benefits Program