Head of Call Center Operations

The Company is seeking a Head of Call Center Operations to establish and lead a centralized contact center, consolidating inbound calls, online appointments, and chat support. The role will improve call coverage and efficiency, capture missed customer opportunities, and scale the team as operations grow. Responsibilities include developing performance metrics, maintaining CRM data quality, optimizing appointment scheduling, and standardizing booking processes to deliver a consistent customer experience. The Head will also collaborate with branch leaders to align scheduling with field service operations and support future contact center initiatives. Candidates should have proven experience launching and leading a centralized contact center, ideally in home services, scheduling, or a related field. They should bring operational leadership experience scaling a high-growth team, along with expertise in call center KPIs and workforce management. Familiarity with CRM and booking platforms, strong change management skills, and the ability to create scalable, standardized workflows are required. A customer-first approach that balances scheduling needs with skilled labor availability is essential.