Director of Call Center Operations

Job Title: Director of Call Center OperationsCompany: NearU ServicesAbout UsNearU Services is a people-first home services platform supporting best-in-class HVAC, plumbing, and electrical companies across the country. We are committed to delivering exceptional customer experiences, operational excellence, and a culture where our team members can thrive and grow.Position SummaryNearU Services is seeking a strategic and results-driven Director of Call Center Operations to lead and optimize our multi-location call center operations. This leader will be responsible for driving performance, enhancing customer experience, implementing scalable processes, and developing high-performing teams. The ideal candidate brings a balance of data-driven decision-making, strong leadership, and a passion for service excellence.Key ResponsibilitiesLead daily operations of the call center, ensuring high performance across scheduling, dispatch support, and customer service functionsDevelop and execute strategies to improve key metrics such as conversion rates, call quality, speed to answer, and customer satisfactionBuild, mentor, and manage call center leadership and frontline teamsEstablish and maintain KPIs, reporting dashboards, and performance trackingPartner with field operations and brand leaders to align call center support with business needsImplement best practices, training programs, and quality assurance processesEvaluate and optimize call routing, workforce management, and technology platformsDrive continuous improvement initiatives and scalability across multiple brandsQualifications7+ years of call center leadership experience, preferably in home services or a multi-location environmentProven track record of improving performance metrics and scaling operationsStrong analytical and problem-solving skills with experience using data to drive decisionsExperience with call center technologies, CRM/ATS systems, and workforce management toolsExcellent leadership, communication, and team development skillsAbility to manage multiple priorities in a fast-paced environmentWhat We OfferCompetitive salary and performance-based incentivesComprehensive benefits package (health, dental, vision, etc.)Opportunity to lead and shape a growing, national platformCollaborative, high-energy culture focused on results and peopleCareer growth and leadership development opportunitiesJoin Our Team!If you are a driven leader passionate about building high-performing teams and delivering exceptional customer experiences, we invite you to apply and be part of NearU Services’ continued growth.Equal Employment Opportunity (EEO) StatementNearU Services is an Equal Opportunity Employer. We are committed to fostering an inclusive and diverse workplace. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.