Director Call Center Operations

Clearwater, FL, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $80,600.00 - $110,600.00

Work Schedule

Standard Hours

Benefits

competitive salary

bonus program

comprehensive benefits

Health Insurance

Paid Time Off

Retirement Plan

Professional Development

Job Description

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 of... Show More

Job Requirements

Bachelor's degree or equivalent experience
7 plus years of relevant call center experience with 3 plus years in leadership
Proven ability to manage large call center operations with sales and service functions
Strong analytical and data-driven decision making skills
Proficiency with CRM and dialer systems
Excellent communication and leadership abilities
Ability to work in a fast-paced and dynamic environment

Job Qualifications

7 plus years of experience in call center operations with at least 3 plus years in a leadership role
Proven experience managing large scale 100 plus agents call centers with both sales and service functions
Strong background in data analytics, KPI management, and performance optimization
Experience in retail energy, utilities, or regulated industries is a bonus but not required
Deep understanding of dialer systems, CRM platforms, and call center technologies
Demonstrated success in building systems, processes, and high performing teams
Excellent leadership, communication, and organizational skills

Job Duties

Own and manage all call center KPIs across sales and service functions including conversion rates Sales per rep
Revenue per call Per agent
Call quality scores
Average handle time AHT
First call resolution FCR
Customer satisfaction CSAT
Attendance, adherence, and occupancy
Establish clear performance benchmarks and continuously optimize targets based on data insights
Build and maintain real-time dashboards and reporting systems to track performance at agent, team, and department levels
Identify trends, gaps, and opportunities to improve efficiency, conversion, and customer experience
Leverage data analytics to drive strategic decisions and operational improvements
Develop forecasting models for call volume, staffing needs, and revenue projections
Partner with marketing and leadership teams to analyze lead quality, funnel performance, and ROI
Conduct regular deep-dive analyses into performance drivers and present actionable insights to executive leadership
Implement tools and technologies to improve visibility, attribution, and performance tracking
Design, implement, and continuously refine scalable systems and processes across telesales and customer service operations
Standardize workflows, scripts, QA processes, and escalation procedures
Drive automation and efficiency initiatives to reduce costs and improve productivity
Ensure compliance with regulatory requirements including TCPA and energy industry guidelines
Optimize CRM, dialer systems, and call routing strategies to maximize performance
Lead, manage, and scale a team of 100 plus agents, including supervisors and managers
Develop a high-performance culture focused on accountability, continuous improvement, and results
Oversee hiring strategy, workforce planning, and onboarding processes
Coach and mentor leadership staff to improve team performance and retention
Implement structured training and ongoing development programs for sales and service excellence
Conduct regular performance reviews and create individualized improvement plans
Oversee QA programs to ensure consistent, high-quality customer interactions
Monitor call recordings and feedback loops to improve scripting and agent performance
Drive initiatives to enhance customer satisfaction and reduce churn
Align customer service strategies with overall brand and retention goals

Job Criteria

Experience

Expert Level (7+ years)

Job Location

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