Director Call Center Operations

Hamilton Porter is a national recruiting firm dedicated to connecting top-tier talent with leading companies across various industries. Known for its comprehensive and strategic approach to recruitment, Hamilton Porter partners with organizations to understand their unique needs and identify professionals who can drive success and growth. Operating with a commitment to excellence, the firm specializes in securing candidates who excel in their fields and contribute to enhancing company performance. Operating nationally, Hamilton Porter provides unparalleled resources and expertise to streamline the hiring process and ensure long-term employment relationships that benefit both clients and candidates.

The Call Center Director role offered through Hamilton Porter is a pivotal leadership position within a large-scale residential and commercial energy services operation located in Clearwater, FL. This position involves overseeing a 100-plus-person call center that supports both telesales and customer service functions in the retail energy sector, specifically covering gas and electric sales. The role is full-time and offers a competitive annual base salary, complemented by a robust bonus program and a comprehensive benefits package. This serves as a significant opportunity for a results-driven and analytically minded leader seeking to influence the growth and operational effectiveness of a high-volume call center.

As Call Center Director, you will be responsible for driving performance excellence by leveraging data-driven insights and building scalable systems and processes tailored for the dynamic environment of energy sales and service. You will lead a diverse team that includes frontline agents, supervisors, and managers, fostering a high-performance culture rooted in accountability, continuous improvement, and operational efficiency. The ideal candidate combines strong operational leadership with deep expertise in key performance indicators (KPIs), analytics, and performance optimization to ensure superior customer experiences and increased revenue.

Key aspects of this role include managing comprehensive performance metrics such as conversion rates, revenue per call, call quality, average handle time, first call resolution, and customer satisfaction. You will establish and continuously refine performance benchmarks and develop real-time dashboards for transparent tracking across all levels of the call center. The position also calls for leveraging analytics to inform strategic decisions, forecast call volumes, optimize staffing, and maximize marketing ROI through collaboration with leadership teams.

Beyond performance management, this role requires implementing standardized workflows, QA processes, and escalation procedures to streamline operations and enhance productivity. Additionally, you will drive initiatives to incorporate automation and improve system integrations with CRM and dialer platforms while ensuring compliance with regulatory requirements such as TCPA and energy industry standards.

As a thought leader, you will cultivate talent by overseeing recruitment, workforce planning, training, and development programs. Coaching and mentoring leaders at various levels will be central to enhancing team capabilities and retention. You will also lead quality assurance efforts to maintain high customer service standards, enhance scripting, reduce churn, and ensure alignment with brand and retention goals.

This role is ideal for a seasoned leadership professional with over seven years of call center experience, including three or more years in senior operational roles. A strong background in managing large teams, combined with expertise in analytics and technology, is essential. Experience in regulated industries such as retail energy or utilities is a plus but not mandatory. Exceptional communication and organizational skills will empower you to excel in this fast-paced and impactful position, contributing to a leading company's success in the competitive energy market.