This job is closed
Applications are no longer available for this announcement. Explore current related opportunities below.
Job description
NearU Services, 2550 West Tyvola Road, Charlotte, North Carolina, United States of America
Job Description
Job Title: Director of Call Center Operations
Company: NearU Services
About Us:
NearU 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 Summary:
NearU 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 Responsibilities:
Lead daily operations of the call center, ensuring high performance across scheduling, dispatch support, and customer service functions
Develop and execute strategies to improve key metrics such as conversion rates, call quality, speed to answer, and customer satisfaction
Build, mentor, and manage call center leadership and frontline teams
Establish and maintain KPIs, reporting dashboards, and performance tracking
Partner with field operations and brand leaders to align call center support with business needs
Implement best practices, training programs, and quality assurance processes
Evaluate and optimize call routing, workforce management, and technology platforms
Drive continuous improvement initiatives and scalability across multiple brands
Qualifications:
7+ years of call center leadership experience, preferably in home services or a multi-location environment
Proven track record of improving performance metrics and scaling operations
Strong analytical and problem-solving skills with experience using data to drive decisions
Experience with call center technologies, CRM/ATS systems, and workforce management tools
Excellent leadership, communication, and team development skills
Ability to manage multiple priorities in a fast-paced environment
What We Offer:
Competitive salary and performance-based incentives
Opportunity to lead and shape a growing, national platform
Collaborative, high-energy culture focused on results and people
Career growth and leadership development opportunities
Equal Employment Opportunity (EEO) Statement:
NearU 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.
NearU Services, 2550 West Tyvola Road, Charlotte, North Carolina, United States of America
#J-18808-Ljbffr
Worksite address
charlotte, NC, 28245, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.