National Call Center Director

Join Our Leadership Team as the National Call Center Director!
Location: Phoenix, AZ

We are seeking an exceptional National Call Center Director to lead and shape the future of our national call centers. This pivotal role will involve crafting the strategic vision, optimizing operations, and leading a dedicated team to deliver outstanding customer service across multiple locations. If you are a dynamic leader with a proven track record in call center management, a passion for operational excellence, and a commitment to elevating the customer experience, we want you on our team!

What You'll Do:

Strategic Leadership:

• Drive the strategic direction of our national call centers, ensuring alignment with organizational goals.
• Lead the development and execution of annual budgets, forecasts, and financial reports.
• Identify and implement initiatives to improve efficiency, productivity, and customer satisfaction across all locations.

Operational Excellence:

• Oversee the daily operations of call center teams, ensuring top-tier performance.
• Monitor and achieve key performance metrics like service levels, response times, and customer satisfaction scores.
• Implement best practices, policies, and procedures to continuously optimize call center operations.

Team Leadership & Development:

• Lead, mentor, and develop a high-performing team of call center managers and staff.
• Foster a culture of excellence and accountability, ensuring a positive and productive work environment.
• Conduct regular performance reviews, providing coaching and development to drive individual and team success.

Customer-Centric Focus:

• Design and implement strategies to enhance the overall customer experience.
• Analyze feedback and key service metrics to pinpoint opportunities for improvement.
• Manage escalated customer issues and complaints, ensuring swift and effective resolutions.

Technology & Innovation:

• Oversee the implementation and continuous improvement of call center technologies and systems.
• Stay ahead of industry trends and emerging technologies to drive operational efficiency and innovation.
• Recommend, implement, and manage new technology solutions to enhance call center operations.

Compliance & Quality Assurance:

• Ensure all call centers meet compliance standards, internal policies, and industry regulations.
• Establish and maintain a robust quality assurance program to ensure consistent, high-quality service delivery.

Performance Reporting & Analytics:

• Prepare and deliver regular performance reports, highlighting trends, challenges, and strategic progress to senior leadership.
• Leverage data analytics to make informed decisions and drive continuous improvement across all call centers.

What We're Looking For:

• A Bachelor's degree in Business Administration, Management, or a related field (Master's degree is a plus).
• 5+ years of call center management experience, including at least 2 years in a senior leadership role.
• Proven experience managing multiple call centers and large teams in a fast-paced environment.
• Expertise in call center technologies, performance metrics, and best practices.
• Strong leadership, communication, and interpersonal skills, with the ability to inspire and engage teams.
• Analytical mindset with the ability to translate data into actionable strategies.
• Financial acumen, with experience in budgeting, forecasting, and financial management.
• Exceptional problem-solving skills, especially in handling escalated customer issues.

Additional Requirements:

• Flexibility to work beyond standard business hours when needed.

Why Join Us? As the National Call Center Director, you will play a key role in shaping the customer experience and operational success across multiple locations. You'll be empowered to make a lasting impact while leading a team of talented professionals. If you're a strategic thinker with a passion for excellence, this is the leadership opportunity you've been waiting for.

Allstar Home Services seeks to safeguard its employees, customers, and others while conducting company business. Following a conditional offer of employment, all applicants who are offered employment with Allstar will be subject to a background investigation. Offers of employment are contingent on the successful completion of a background investigation and motor vehicle report conducted in accordance with Company policies and all applicable laws. Information obtained from a background investigation will be considered for employment purposes as permitted by federal and state law and in accordance with Allstar Services' Equal Employment Opportunity Policy.