Job Title : Call Center Director
Location : Hybrid - 4 days remote, 1 day onsite in Columbus, OH
About Us :
We are committed to providing exceptional customer experiences by offering solutions that are reliable, efficient, and personalized. As a leader in the industry, we are seeking a highly skilled and motivated Call Center Director to manage a dynamic team of employees. This is a unique opportunity to lead a fast-paced, high-impact team that plays a critical role in our customer service operations.
Position Overview :
The Call Center Director will be responsible for overseeing the day-to-day operations of a remote team of full-time employees (FTEs), ensuring all customer relations, troubleshooting, and inquiries are handled with the highest level of professionalism and efficiency. This position requires a strong leader with experience in call center management, a strategic mindset, and a deep understanding of remote team dynamics.
Key Responsibilities :

• Leadership & Team Management :
• Lead, mentor, and motivate a team of call center agents.
• Provide ongoing coaching, performance feedback, and career development support to ensure team success.
• Monitor team performance metrics and address any challenges to ensure optimal productivity and customer satisfaction.
• Foster a positive and collaborative team culture to maintain high morale in a remote environment.
• Operational Excellence :
• Oversee daily operations, ensuring all customer inquiries, issues, and troubleshooting are handled efficiently and in a timely manner.
• Develop and implement standard operating procedures (SOPs) to improve workflow and enhance customer satisfaction.
• Ensure adherence to company policies, compliance guidelines, and service level agreements (SLAs).
• Analyze operational data and trends to identify opportunities for continuous improvement.
• Customer Experience :
• Ensure the delivery of exceptional customer service by implementing best practices for customer interactions.
• Handle escalated customer issues or complaints and resolve them in a timely and effective manner.
• Collaborate with other departments to align customer service strategies with company-wide goals.
• Performance Management :
• Set clear performance expectations for the team and hold employees accountable for meeting objectives.
• Use performance data to identify areas of improvement, create action plans, and drive measurable results.
• Create and present reports on team performance, customer satisfaction, and KPIs to senior leadership.
• Technology & Tools Management :
• Oversee the use of call center software, tools, and technology, ensuring they are being used efficiently by the remote team.
• Work closely with IT and HR teams to ensure the right technologies are in place to support remote work and improve team productivity. Qualifications :
  • Bachelor's degree in Business, Communications, or related field (or equivalent experience).
  • 7+ years of experience in call center management, with at least 3 years in a leadership role managing teams.
  • Proven track record of successfully managing a large team of customer service professionals.
  • Strong leadership skills with the ability to coach, develop, and inspire remote teams.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to analyze and leverage performance data to drive improvements and meet KPIs.
  • In-depth understanding of call center software and customer service tools.
  • Strong organizational skills and the ability to multitask in a fast-paced environment.
  • Experience with remote work management and virtual team-building strategies.
  Preferred :
  • Knowledge of workforce management software and scheduling tools.
  • Experience in change management and process improvement initiatives.
  Why Join Us?
  • Competitive salary and benefits package.
  • Flexible work environment.
  • Opportunities for career growth and professional development.
  • A collaborative and supportive team culture.
    
  If you are a strategic thinker with a passion for customer service and remote team management, we'd love to hear from you. Apply today and become part of an innovative company dedicated to delivering exceptional customer experiences!