Director Call Center Operations

Director of Call Center Operations

About Us

NearU Services is a people-first home services platform supporting best-in-class HVAC, plumbing, and electrical companies nationwide. We are committed to exceptional customer experiences, operational excellence, and a culture where team members can thrive and grow.

Position Summary

NearU Services is seeking a strategic, results-driven Director of Call Center Operations to lead and optimize our multi-location call center operations. This leader will drive performance, enhance customer experience, implement scalable processes, and develop high-performing teams through data-driven decision-making and strong leadership.

Key Responsibilities

Call Center & Booking Operations

• Lead and continuously optimize NearU's National Booking and Contact Center supporting HVAC, plumbing, and electrical services.
• Develop the operating strategy for inbound/outbound calls, customer service, lead generation, appointment booking, chat, and online booking.
• Standardize call center processes, workflows, service standards, and operating procedures across geographically dispersed branches.
• Establish accountability for call handling, customer experience, lead conversion, booking conversion, appointment quality, and revenue generation.
• Optimize the customer journey from initial contact through qualification, booking, confirmation, and branch handoff.
• Maximize every customer interaction by improving scripts, sales/service techniques, booking processes, and conversion.
• Ensure the contact center can effectively support seasonal demand, marketing campaigns, acquisitions, new services, and changing priorities.

Workforce Planning & Management

• Own workforce planning, including forecasting, staffing models, scheduling, capacity planning, intraday management, and service-level optimization.
• Develop forecasts based on historical trends, seasonality, marketing activity, weather, promotions, growth, and branch/service capacity.
• Optimize staffing, shifts, breaks, overtime, and coverage to balance customer experience, productivity, and labor costs.
• Monitor real-time performance and adjust staffing and routing based on volume, service levels, abandonment, wait times, and capacity.
• Partner with branch leadership, dispatch, service managers, and operations to align booking demand with technician availability, utilization, and geographic coverage.
• Establish capacity-based booking strategies that prevent overbooking, reduce delays, improve technician utilization, and maximize revenue.

Appointment Booking & Scheduling

• Own the strategy and performance of centralized service appointment booking.
• Optimize appointments based on technician availability, skills, capacity, geography, route efficiency, and demand.
• Partner with dispatch and branch operations to ensure accurate, efficient scheduling.
• Analyze branch and technician capacity to determine where additional demand can be generated or marketing/booking activity adjusted.
• Partner with Marketing to align lead generation and media spend with service capacity and profitable booked appointments.
• Maximize schedule fill rates while preserving capacity for emergency and high-priority service.

Lead Generation & Revenue Growth

• Establish the Contact Center as a key lead generation, conversion, and revenue-driving function.
• Convert inbound calls, digital leads, web inquiries, chats, and other contacts into qualified opportunities and booked appointments.
• Partner with Marketing and Operations to evaluate lead quality, campaign performance, customer demand, and booking outcomes.
• Develop closed-loop reporting connecting marketing investment and lead generation to contact center activity, appointments, revenue opportunities, and service capacity.

AI, Automation & Technology

• Lead evaluation, implementation, and optimization of AI, automation, and emerging contact center technologies.
• Identify opportunities for AI in call routing, agent assistance, call summarization, quality assurance, forecasting, self-service, scheduling, lead qualification, chat, booking, and workforce optimization.
• Demonstrate a proven track record implementing AI or automation in a call center, customer service, or appointment-based environment.
• Evaluate emerging technologies based on business impact, scalability, customer experience, and ROI.
• Establish governance, metrics, and adoption strategies to ensure successful technology implementation.
• Lead digital transformation across phone, chat, online booking, SMS, and other customer engagement channels.

Leadership & Organizational Development

• Build and lead a high-performing organization of contact center managers, supervisors, workforce management professionals, and customer service/booking agents.
• Establish organizational structure, staffing models, roles, career paths, and performance expectations.
• Foster accountability, customer obsession, continuous improvement, collaboration, and operational excellence.
• Develop managers and supervisors through coaching, performance management, training, and succession planning.
• Lead organizational change related to growth, acquisitions, technology implementations, and new operating models.

Performance Management & Continuous Improvement

• Establish a comprehensive Contact Center performance management framework.
• Use data and analytics to identify trends, operational gaps, and improvement opportunities.
• Implement continuous improvement methodologies and accountability mechanisms to improve service, productivity, conversion, and profitability.
• Lead root-cause analysis and corrective action for performance issues.

Branch Integration & Growth

• Lead Contact Center integration of newly acquired and established NearU branches.
• Develop standardized onboarding, training, systems integration, call routing, booking, scheduling, and performance processes.
• Partner with branch leadership to understand local markets, services, technician capacity, customer expectations, and operational needs.
• Build scalable processes and infrastructure that support continued growth without compromising customer experience or performance.

Financial & Vendor Management

• Develop and manage the Contact Center budget, staffing costs, technology investments, and vendor relationships.
• Optimize labor and operating expenses while maintaining service levels and customer experience.
• Develop business cases and ROI analyses for technology, AI, automation, staffing, and process improvements.
• Manage strategic technology, workforce management, and contact center vendors.
• Negotiate vendor agreements and identify opportunities to improve service, functionality, and cost efficiency.

Customer Experience

• Champion the Voice of the Customer across all contact center channels.
• Use customer feedback, call data, quality monitoring, and service outcomes to improve customer experience.
• Ensure interactions consistently reflect NearU's brand and service standards.
• Improve customer satisfaction, retention, appointment adherence, and customer lifetime value.
• Partner with Operations, Marketing, and branch leadership to resolve recurring customer issues and improve the end-to-end service journey.

We're Excited About You Because of Your…

• Bachelor's degree in Business Administration, Operations Management, Workforce Management, Customer Experience, or related field; or equivalent experience.
• 8+ years of progressive contact center/call center operations experience, including significant leadership responsibility in a high-volume, multi-channel environment.
• Experience leading service-based or appointment-driven contact center operations