call center director

Storable

<div>
 <strong>
  Overview
 </strong>
 <p>
  The Director of Call Center Operations will own the end-to-end strategy, performance, and evolution of Storable&rsquo;s Marketplace contact center. This is a senior leadership role responsible for maximizing revenue, efficiency, and customer experience across a BPO-operated, B2C contact center that serves as a critical growth engine for the Marketplace business.
 </p>
 <p>
  This leader will ensure Storable is partnered with the right BPOs, operating with the right technology stack, and using the right performance frameworks to scale revenue predictably. The Director will operate at a strategic level&mdash;setting vision, defining success metrics, and holding partners accountable&mdash;while empowering internal leaders and BPO teams to execute.
 </p>
 <p>
  The ideal candidate brings deep experience running revenue-generating contact centers with BPO partners, is highly data-driven, and has a forward-looking mindset around AI, automation, and the future of voice-based customer engagement. This role will report to the GM of Marketplace and serve as the primary executive owner of contact center performance.
 </p>
 <strong>
  &nbsp; Key Responsibilities
 </strong>
 <ul>
  <li>
   Own the Marketplace contact center strategy and performance end-to-end, including revenue, conversion, cost efficiency, and customer experience
  </li>
  <li>
   Evaluate, select, and manage BPO partners to ensure strong operational execution and long-term scalability
  </li>
  <li>
   Define and evolve the contact center operating model across people, process, and technology
  </li>
  <li>
   Establish clear KPIs, performance targets, and governance models for internal teams and external partners
  </li>
  <li>
   Lead executive-level performance reviews, forecasting discussions, and strategic planning for the contact center
  </li>
  <li>
   Partner closely with Marketplace leadership, Product, Revenue, and Analytics to optimize the consumer funnel and monetization strategy
  </li>
  <li>
   Drive the roadmap for contact center technology, including CRM, telephony, analytics, QA, and AI-enabled solutions
  </li>
  <li>
   Identify and execute opportunities to leverage AI and automation (including voice agents) to improve efficiency, scale, and customer experience
  </li>
  <li>
   Ensure strong financial discipline through capacity planning, budgeting, and ROI analysis
  </li>
  <li>
   Build, mentor, and develop internal leadership to support execution while maintaining strategic focus
  </li>
 </ul>
 <p>
  <span>
   <strong>
    Required Competencies
   </strong>
  </span>
 </p>
 <ul>
  <li>
   Senior leadership experience owning a revenue-generating B2C contact center function
  </li>
  <li>
   Deep experience working with and scaling BPO-operated contact centers
  </li>
  <li>
   Proven ability to drive performance through data, analytics, and structured operating rhythms
  </li>
  <li>
   Strong business acumen with experience balancing growth, efficiency, and customer experience
  </li>
  <li>
   Executive-level communication skills with the ability to influence across senior leadership teams
  </li>
  <li>
   Experience selecting, implementing, and optimizing contact center technologies
  </li>
  <li>
   Ability to operate under broad direction while setting vision and driving outcomes
  </li>
 </ul>
 <strong>
  Preferred Competencies
 </strong>
 <ul>
  <li>
   Direct experience launching or managing AI voice agents or advanced contact center automation
  </li>
  <li>
   Experience in Marketplace, e-commerce, or transactional consumer environments
  </li>
  <li>
   Background working with nearshore or offshore contact centers in Latin America
  </li>
  <li>
   Experience scaling contact center operations during periods of rapid growth or transformation
  </li>
  <li>
   Familiarity with M&amp;A or post-acquisition integration of contact center operations
  </li>
 </ul>
 <p>
  <span>
   <strong>
    &nbsp;
   </strong>
  </span>
 </p>
 <p>
  All applicants must be currently authorized to work in the United States on a full-time basis.
 </p>
 <p>
  <em>
   Storable is a fully distributed company, but is currently only registered for employment in certain states.
  </em>
  To be eligible for employment, you must reside in the following states: &nbsp;AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY.&nbsp;
 </p>
 <p>
  About Us:
 </p>
 <p>
  At Storable, we&rsquo;re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV &amp; camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments, and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com
  <br/>
  <br/>
  At the heart of Storable is our &ldquo;Win More&rdquo; culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. As we continue to grow, we are embracing an AI-forward approach by thoughtfully integrating intelligent automation, advanced analytics, and data-driven insights into our platform and operations to help our customers and teams operate smarter, move faster, and win more than ever before.
 </p>
 <p>
  Benefits and Perks:&nbsp;
 </p>
 <ul>
  <li>
   Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
  </li>
  <li>
   401(k) match after 60 days, 100% vested after 1 year.
  </li>
  <li>
   Employer contribution to your HSA, plus an HRA to help offset your deductible.
  </li>
  <li>
   Instant access to flexible vacation. We trust you, so we have a &lsquo;take what you need&rsquo; vacation policy.
  </li>
  <li>
   Be More &ndash; company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
  </li>
  <li>
   8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
  </li>
  <li>
   8 hours of Rest, Relax, Recharge time to care for your mental health.
  </li>
  <li>
   Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
  </li>
  <li>
   Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
  </li>
  <li>
   &rsquo;Paw&rsquo;ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
  </li>
  <li>
   Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
  </li>
  <li>
   $50 monthly home data stipend, plus a home office sign-on bonus of $250.
  </li>
  <li>
   Fertility care support options to help in your journey towards parenthood.
  </li>
  <li>
   Access to financial experts to help you make informed decisions and achieve your financial goals.
  </li>
  <li>
   Direct Student Loan Payment Program, some qualifications and eligibility rules apply.
  </li>
 </ul>
 <p>
  Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.
 </p>
 <p>
  Important Notice: To protect yourself from fraudulent activities, please consider the following:&nbsp;
 </p>
 <p>
  - Official Communication: All genuine communication from Storable will come from official email addresses, ending in &ldquo;@storable.com.&rdquo; Be cautious of any communication that doesn&rsquo;t match this criteria.
  <br/>
  - No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it&rsquo;s a red flag.
  <br/>
  - Verification: If you&rsquo;re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at POps@storable.com for verification.
 </p>
 <p>
  Your security and trust are paramount to us. If you suspect you&rsquo;ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to POps@storable.com
 </p>
 <p>
  Pay Transparency at StorableAt Storable, we believe in the power of transparency to help our employees Do More and Win More. We value our employees and want to ensure equity and fairness in compensation, which is why we make sure to include the salary range or hourly rate in each job posting.The range listed below is reflective of the base salary market potential for the role over time. The compensation we will offer for this role is within this range and is based on our internal budget along with your skills and experience level. Please talk to your recruiter about the variable pay plan and earning potential for this role.
 </p>
 <p>
  Potential Pay Range: $140,000 USD - $160,000 USD
 </p>
</div>


Call Center Director

Hamilton Porter

<div>
 <p>
  <strong>
   Call Center Director - Residential &amp; Commercial Energy Services - Clearwater, FL
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  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
  <strong>
   Call Center Director
  </strong>
  to lead and scale a 100+ person call center operation supporting both
  <strong>
   telesales and customer service
  </strong>
  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.
 </p>
 <p>
  <br/>
 </p>
 <p>
  The ideal candidate combines
  <strong>
   strong operational leadership
  </strong>
  with deep expertise in
  <strong>
   KPIs, analytics, performance optimization
  </strong>
  , and has a proven track record of managing large, fast-paced call center environments.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <p>
  <strong>
   Performance Management &amp; KPIs
  </strong>
 </p>
 <ul>
  <li>
   Own and manage all call center KPIs across sales and service functions, including:
  </li>
  <li>
   Conversion rates / sales per rep; Revenue per call / per agent; Call quality scores; Average handle time (AHT); First call resolution (FCR); Customer satisfaction (CSAT)
  </li>
  <li>
   Attendance, adherence, and occupancy
  </li>
  <li>
   Establish clear performance benchmarks and continuously optimize targets based on data insights
  </li>
  <li>
   Build and maintain real-time dashboards and reporting systems to track performance at agent, team, and department levels
  </li>
  <li>
   Identify trends, gaps, and opportunities to improve efficiency, conversion, and customer experience
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Analytics &amp; Reporting
  </strong>
 </p>
 <ul>
  <li>
   Leverage data analytics to drive strategic decisions and operational improvements
  </li>
  <li>
   Develop forecasting models for call volume, staffing needs, and revenue projections
  </li>
  <li>
   Partner with marketing and leadership teams to analyze lead quality, funnel performance, and ROI
  </li>
  <li>
   Conduct regular deep-dive analyses into performance drivers and present actionable insights to executive leadership
  </li>
  <li>
   Implement tools and technologies to improve visibility, attribution, and performance tracking
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Systems, Processes &amp; Optimization
  </strong>
 </p>
 <ul>
  <li>
   Design, implement, and continuously refine scalable systems and processes across telesales and customer service operations
  </li>
  <li>
   Standardize workflows, scripts, QA processes, and escalation procedures
  </li>
  <li>
   Drive automation and efficiency initiatives to reduce costs and improve productivity
  </li>
  <li>
   Ensure compliance with regulatory requirements (including TCPA and energy industry guidelines)
  </li>
  <li>
   Optimize CRM, dialer systems, and call routing strategies to maximize performance
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Team Leadership &amp; Development
  </strong>
 </p>
 <ul>
  <li>
   Lead, manage, and scale a team of 100+ agents, including supervisors and managers
  </li>
  <li>
   Develop a high-performance culture focused on accountability, continuous improvement, and results
  </li>
  <li>
   Oversee hiring strategy, workforce planning, and onboarding processes
  </li>
  <li>
   Coach and mentor leadership staff to improve team performance and retention
  </li>
  <li>
   Implement structured training and ongoing development programs for sales and service excellence
  </li>
  <li>
   Conduct regular performance reviews and create individualized improvement plans
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Quality Assurance &amp; Customer Experience
  </strong>
 </p>
 <ul>
  <li>
   Oversee QA programs to ensure consistent, high-quality customer interactions
  </li>
  <li>
   Monitor call recordings and feedback loops to improve scripting and agent performance
  </li>
  <li>
   Drive initiatives to enhance customer satisfaction and reduce churn
  </li>
  <li>
   Align customer service strategies with overall brand and retention goals
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <ul>
  <li>
   7+ years of experience in call center operations, with at least 3+ years in a leadership role
  </li>
  <li>
   Proven experience managing
   <strong>
    large-scale (100+ agents)
   </strong>
   call centers with both sales and service functions
  </li>
  <li>
   Strong background in
   <strong>
    data analytics, KPI management, and performance optimization
   </strong>
  </li>
  <li>
   Experience in
   <strong>
    retail energy, utilities, or regulated industries
   </strong>
   is a BONUS but not required
  </li>
  <li>
   Deep understanding of dialer systems, CRM platforms, and call center technologies
  </li>
  <li>
   Demonstrated success in building systems, processes, and high-performing teams
  </li>
  <li>
   Excellent leadership, communication, and organizational skills
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Compensation &amp; Perks
  </strong>
 </p>
 <ul>
  <li>
   Competitive Annual Base Salary
  </li>
  <li>
   Strong Bonus Program
  </li>
  <li>
   Comprehensive Benefits Program
  </li>
 </ul>
</div>


Director Call Center Operations

PROPERTY BUY-RENT (SMC -Private) Limited

<p><b>Job Description:</b></p><p>We are looking for an experienced and results-driven Call Center Manager to lead and manage our call center operations. The ideal candidate will be responsible for ensuring high performance, productivity, and quality standards while maintaining excellent customer satisfaction.</p><p><b>Key Responsibilities:</b></p><ul><li>Manage daily call center operations and ensure smooth workflow</li><li>Lead, train, and motivate team leads and call center agents</li><li>Monitor KPIs, call quality, performance metrics, and attendance</li><li>Develop strategies to improve productivity, sales, and customer satisfaction</li><li>Handle escalated customer issues and ensure timely resolution</li><li>Prepare daily, weekly, and monthly performance reports</li><li>Implement SOPs, policies, and performance improvement plans</li><li>Coordinate with senior management to meet business targets</li><li>Ensure compliance with company standards and call center best practices</li></ul><p><b>Requirements:</b></p><ul><li>4&ndash;5 years of proven experience as a Call Center Manager or similar role</li><li>Strong leadership and team management skills</li><li>Excellent communication and problem-solving abilities</li><li>Experience with inbound/outbound call center operations</li><li>Ability to analyze performance data and drive improvements</li><li>Proficient in MS Office and call center CRM tools</li><li>Ability to work evening shifts (1 PM &ndash; 10 PM)</li></ul><p><b>What We Offer:</b></p><ul><li>Competitive salary package (PKR 70,000 &ndash; 100,000)</li><li>Professional and growth-oriented work environment</li><li>Performance-based incentives</li><li>Career development opportunities</li></ul><p>Pay: Rs70,000.00 - Rs100,000.00 per month</p><p>Education:</p><ul><li>Bachelor's (Required)</li></ul><p>Experience:</p><ul><li>Outbound International Call center: 3 years (Required)</li></ul><p>Language:</p><ul><li>English (Required)</li></ul><p>Work Location: In person</p>

Call Center Manager

Scaleup Connect

<p>Call Center Manager</p><ul><li><b>Location:</b> Lahore, Punjab, Pakistan</li><li><b>Job Type:</b> Full-time</li><li><b>Work Mode:</b> On-site</li><li><b>Schedule:</b> Monday to Saturday, 9:30 AM &ndash; 6:00 PM</li><li><b>Gender Preference:</b> Male</li></ul><p><b>About the Role</b></p><p>Scaleup Connect is hiring a Call Center Manager on behalf of its client. We are looking for an experienced operations leader responsible for overall call center performance, including team management, service quality, KPI achievement, customer satisfaction improvement, and cost control &mdash; ensuring efficient and stable day-to-day operations.</p><p><b>Key Responsibilities</b></p><ul><li>Oversee daily call center operations and ensure SLA compliance</li><li>Define and monitor KPIs such as call answer rate, response time, and customer satisfaction</li><li>Manage and train agents and team leaders to continuously improve performance</li><li>Optimize call handling processes to enhance efficiency and customer experience</li><li>Handle escalated customer complaints and critical issues</li><li>Coordinate with sales, technical, and other departments</li><li>Control operational costs and improve resource utilization</li><li>Prepare regular reports and improvement plans</li></ul><p><b>Requirements</b></p><ul><li>Diploma or above &mdash; Bachelor's degree preferred</li><li>At least 4 years of call center experience, with 2+ years in a managerial role</li><li>Familiar with call center KPIs and SLAs</li><li>Strong leadership and communication skills</li><li>Ability to work under pressure and solve problems effectively</li><li>Proficient in MS Office and call center systems</li><li>Good command of English (working proficiency required)</li></ul><p><b>Preferred Qualifications</b></p><ul><li>Experience in e-commerce, after-sales, or technical support call centers</li><li>Experience managing multilingual teams (English + Urdu) is a plus</li><li>Familiarity with CRM systems such as Salesforce</li></ul><p>Pay: Rs120,000.00 - Rs150,000.00 per month</p><p>Work Location: In person</p>

Medical Service Company

<div><div><b>At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).</b></div>
<div></div><div><b>MSC is a 13 -Time recipient of the </b><b>prestigious</b><b> NorthCoast 99 Award as a Top Workplace to work!</b></div>
<div></div><div><b>MSC is a two-time recipient of the prestigious National HME Excellence Award for </b><b>Best Home Medical Equipment company in the US.</b></div>
<div></div><div><b>In addition, MSC is very proud to announce its debut on the </b><b>Inc. 5000</b><b> list in 2024, marking a significant milestone in our company's growth and success!</b></div>
<div></div><div><div><div>We are excited to announce that we are hiring for a <b>full-time hybrid position</b>. Work in our office location on <b>Tuesdays, Wednesdays, and Thursdays</b>, and enjoy the flexibility of remote work on other days. <b>Benefits included!</b></div>
<div></div><div><b>Apply today</b> to become a part of our dynamic team!</div>
</div></div><div><ul><li>Competitive Pay</li>
<li>Advancement Opportunities</li>
<li>Medical, Dental &amp; Vision Insurance</li>
<li>HSA Account w/Company Contribution</li>
<li>Pet Insurance</li>
<li>Company provided Life and AD&amp;D insurance</li>
<li>Short-Term and Long-Term Disability</li>
<li>Tuition Reimbursement Program</li>
<li>Employee Assistance Program (EAP)</li>
<li>Employee Referral Bonus Program</li>
<li>Social Recognition Program</li>
<li>Employee Engagement Opportunities</li>
<li>CALM App</li>
<li>401k (with a matching program) / Roth IRA</li>
<li>Company Discounts</li>
<li>Payactiv/On-Demand Pay</li>
<li>Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays</li>
</ul></div><div><div><div><b><i>The Director, Contact Center Operations </i></b>leads all contact center functions at Medical Service Company, driving standardization, best‑in‑class customer service, and operational efficiency. This role ensures a consistent, high‑quality patient experience across all contact channels by leveraging data, technology, and innovation. The leader will advance the use of virtual voice agents, AI, and automation to improve responsiveness, reduce manual work, and scale operations effectively.</div>
<div></div><div><div><b>Responsibilities and Duties:</b></div>
<div></div><div><b>Contact Center Leadership &amp; Oversight</b></div>
<ul><li>Provide end-to-end leadership for all Medical Service Company revenue cycle contact center operations, ensuring consistent execution across teams.</li>
<li>Establish and maintain standardized workflows, policies, and procedures to drive consistency, quality, and scalability.</li>
<li>Ensure delivery of best-in-class customer service by setting clear service standards, monitoring performance, and driving continuous improvement in patient experience.</li>
</ul><div><b>Standardization &amp; Process Excellence</b></div>
<ul><li>Lead enterprise-wide standardization of contact center processes, scripting, escalation paths, and performance expectations.</li>
<li>Identify variation, inefficiencies, and breakdowns in workflows; drive root-cause analysis and sustainable solutions.</li>
<li>Partner cross-functionally (IT, Revenue Cycle, Clinical, Quality, Compliance, HR) to align contact center processes with organizational goals and regulatory requirements.</li>
</ul><div><b>Customer Experience &amp; Quality</b></div>
<ul><li>Own customer service strategy and execution in relation to contact centers, ensuring interactions are empathetic, compliant, efficient, and solution-oriented.</li>
<li>Oversee scripting standards and tools to ensure accuracy, compliance (HIPAA), and consistency across all contact channels.</li>
<li>Leverage quality monitoring, coaching, and feedback loops to continuously elevate team member performance and patient satisfaction.</li>
</ul><div><b>Technology, Virtual Agents &amp; AI Enablement</b></div>
<ul><li>Drive adoption and optimization of virtual voice agents, AI, and automation to improve access, reduce handle time, and increase self-service.</li>
<li>Partner with technology teams to identify opportunities where AI and digital tools can eliminate manual work, reduce errors, and enhance the customer journey.</li>
<li>Use data and insights from AI tools, call analytics, and reporting to inform staffing models, process improvements, and strategic decisions.</li>
</ul><div><b>Performance Management &amp; Analytics</b></div>
<ul><li>Establish and manage KPIs across productivity, quality, service levels, and customer satisfaction.</li>
<li>Analyze trends and performance data to proactively address risks, identify opportunities, and guide operational strategy.</li>
<li>Ensure leaders and teams are held accountable to performance standards through clear expectations, coaching, and development plans.</li>
</ul><div><b>People Leadership &amp; Development</b></div>
<ul><li>Build, mentor, and develop high-performing leadership teams with a focus on accountability, engagement, and growth.</li>
<li>Ensure consistent training, onboarding, and ongoing development aligned to standardized processes and service expectations.</li>
<li>Foster a culture of innovation, continuous improvement, and customer-centric thinking.</li>
</ul><div><b>Compliance &amp; Governance</b></div>
<ul><li>Ensure contact center operations comply with payer requirements, billing procedures, and all federal, state, and local regulations.</li>
<li>Maintain strict adherence to HIPAA and patient confidentiality standards.</li>
<li>Stay informed of regulatory and policy changes and proactively adjust operations as needed.</li>
</ul>
<div></div><div><b>Qualifications:</b></div>
<div></div><div><b>Education: </b>Undergraduate Degree, Business Administration preferred.</div>
<div></div><div><b>Experience/Knowledge/Skills/Physical Requirements:</b></div>
<div></div><ul><li>Minimum of five (5) years of progressive leadership experience in contact center operations.</li>
<li>Demonstrated success leading large, multi-team contact center environments.</li>
<li>Strong background in process standardization, performance management, and operational transformation.</li>
<li>Experience leveraging technology, automation, virtual agents, or AI to drive efficiency and improve customer experience.</li>
<li>Data-driven leader with strong analytical, problem-solving, and decision-making skills.</li>
<li>Excellent verbal and written communication skills with a customer-first mindset.</li>
<li>Proficiency in contact center technologies, reporting tools, and Microsoft Office.</li>
<li>Strategic thinker with the ability to translate vision into execution.</li>
<li>Comfortable leading change and driving adoption of new tools and ways of working.</li>
<li>Collaborative partner who builds strong cross-functional relationships.</li></ul></div></div></div></div><div></div>

Director, Contact Center Operations

Polestar Plumbing Heating & Cooling

<div><p><b>Who We Are:</b></p><p>
Polestar Plumbing, Heating &amp; Cooling has proudly served the Kansas City community for over 41 years. As a locally operated company, we specialize in providing trusted plumbing, heating, and cooling solutions with a commitment to excellence. Our goal is simple: to be the best we can for our customers&mdash;delivering honest service, expert guidance, and lasting comfort for every home we visit. At Polestar, your comfort is our priority.</p><p><b>
Why Join Us:</b></p><ul><li>
$75,000-$100,000 annually (Base plus performance bonuses based on team KPIs)</li><li>
Weekly Pay</li><li>
Ability to work in-office with leadership growth opportunities</li><li>
PTO and Paid Holidays</li><li>
Comprehensive benefits package including matching 401K, Medical, Dental, Vision, Accidental &amp; Critical Illness coverages<br>
Paid $15,000 Life Insurance and Long-Term Disability coverage</li></ul><p><b>
What You'll Be Doing</b></p><ul><li>
Lead and manage daily operations of the call center team to ensure exceptional customer service</li><li>
Monitor inbound and outbound call performance, booking rates, and customer satisfaction metrics</li><li>
Coach, train, and develop Customer Service Representatives (CSRs) to improve performance and consistency</li><li>
Handle escalated customer concerns and ensure timely, professional resolution</li><li>
Oversee scheduling and dispatch coordination to maximize efficiency and revenue opportunities</li><li>
Track KPIs, generate reports, and implement strategies to improve call conversion and booking rates</li><li>
Collaborate with service and sales teams to align call center performance with company goals</li><li>
Ensure all customer interactions reflect company values and service standards</li><li>
Maintain accurate records and documentation using company software systems</li><li>
Create and maintain a positive, motivated, and high-performing team environment</li><li>
Participate in ongoing leadership and industry training to stay ahead of best practices</li></ul><p><b>
Our 3 Step Hiring Process:</b></p><p>
At Polestar, we know great talent moves fast&mdash;and so do we. Our hiring process is designed to be quick, efficient, and candidate-friendly. If you're actively looking, we can often complete the process within 24&ndash;48 hours!</p><ul><li><b>
Apply</b><br>
Submit your application online or via email with your resume and relevant details. (carlee@polestarplumbing.com)</li><li><b>
Phone Screen</b><br>
If your experience is a match, our team will reach out&mdash;often the same day&mdash;for a brief phone interview.</li><li><b>
In-Person Interview</b><br>
If the phone screen goes well, we&rsquo;ll schedule an in-person interview&mdash;usually within 24 hours. You&rsquo;ll meet with team members, ask questions, and learn more about working at Polestar.</li></ul><p><b>
Requirements:</b></p><ul><li>
Minimum 2&ndash;3 years of experience in call center leadership or customer service management</li><li>
Strong leadership, communication, and coaching skills</li><li>
Experience tracking KPIs, call metrics, and performance reporting</li><li>
Ability to handle high-pressure situations and resolve customer escalations</li><li>
Highly organized, detail-oriented, and results-driven</li><li>
Familiarity with CRM and call center software systems preferred</li></ul><p><b>
Location:</b></p><p>
7252 W Frontage Rd, Merriam, KS 66203</p><p>
Think you'd be a great fit? So do we! Come grow with us at Polestar&mdash;apply now!</p><p><i>
Polestar Plumbing, Inc. is an equal employment opportunity and affirmative action employer.</i></p></div>

Careers Inc

<p>We are looking for a highly motivated Call Center Manager to oversee the full client lifecycle, ensuring rigorous gathering of case requirements, timely communication, and outstanding customer satisfaction. This role involves managing a client service team, implementing retention strategies, and collaborating with various departments to deliver a seamless, high-quality experience for our clients.</p><p><b>RESPONSIBILITIES:</b></p><ul><li>Recruit, train, and manage a client service team to ensure efficient, high-quality client interactions.</li><li>Develop and maintain processes to accurately and thoroughly collect case details, documentation, and any relevant information from new and existing clients.</li><li>Proactively design and implement programs to maintain strong client relationships, address concerns, and minimize client attrition.</li><li>Serve as the primary point of contact for clients, ensuring prompt and transparent updates regarding their cases.</li><li>Work closely with intake, litigation, and marketing teams to streamline handoffs and maintain accurate data flow.</li><li>Track and analyze key performance indicators (KPIs) to ensure team productivity, call quality, and patient satisfaction goals are met.</li><li>Leverage CRM tools (Salesforce preferred) to document client interactions, organize case details, and generate performance reports.</li><li>Supervise, motivate, and train call center agents to ensure they meet performance standards and provide exceptional service.</li></ul><p><b>REQUIERIMENTS: </b></p><ul><li>Bachelor&rsquo;s degree in Business, Management, or related field (or equivalent work experience).</li><li>Minimum of 3+ years of experience in a client-facing or call center environment, with proven leadership responsibilities.</li><li>Experience in the legal industry is a plus but not mandatory.</li><li>Willing to work a 1:00PM-10:00PM schedule. On-site</li><li>Complete fluency in English (verbal and written).</li><li>Proficiency in CRM software (Salesforce preferred) for client and case tracking.</li><li>Solid knowledge of MS Office (Word, Excel, PowerPoint) for daily administrative tasks and data analysis. Familiarity with VoIP phone systems is advantageous.</li><li>Excellent communication, interpersonal, and leadership skills.</li><li>Strong problem-solving abilities and attention to detail.</li><li>Ability to thrive in a fast-paced environment while maintaining high service standards.</li></ul><p>Job Type: Full-time</p><p>Work Location: In person</p>

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