Director of Call Center Operations

1 month ago

Bradenton, United States Seven Executive Limited Full time

Job Title: Director of Operations


Location: Bradenton


About Our Client:


Our client is a dynamic and rapidly expanding organization in the PE-backed HVAC, Electrical, and Plumbing industry, currently undergoing a significant transformation. Their focus is on fostering a culture of success through open communication, collaboration, and celebrating victories. As they evolve, they're looking for a strong leader to join their senior leadership team and drive their call center operations to new heights.


Role Overview:


They're seeking an experienced Director of Operations to lead their call centre and dispatch departments. This role is pivotal in activating sales, comprehending demand capacity, utilizing technology effectively, optimizing scheduling, and maintaining a sharp focus on growth. This position offers substantial growth opportunities as they plan to expand three to fourfold over the next four years.


Key Responsibilities:


  • Leadership & Management: Oversee and mentor the Call Center Manager, Dispatch Manager, and Permitting Manager. Ensure strong day-to-day leadership and support for their teams.
  • Operational Excellence: Boost booking percentages and call conversion rates. Enhance the efficiency of bookings and optimize technician utilization to achieve 80-90% efficiency.
  • Sales Activation: Drive sales within the call centre and dispatch departments. Develop and implement strategies to maximize sales opportunities and service additions.
  • Performance Metrics: Utilize data and analytics to measure performance, synthesize insights, and take appropriate actions. Focus on key metrics such as response rates, conversions from marketing initiatives, and service level agreements.
  • Strategic Growth: Manage and sustain growth initiatives effectively. Balance between organic expansion and additional branch establishments. Develop a scalable model to accommodate growth projections from 39 to 47, and ultimately to 60 to 80 branches.
  • Compensation & Rewards: Evaluate and adjust compensation plans for dispatch, call centre, and permitting teams. Ensure incentives drive desired behaviours and align with growth objectives.
  • Travel: Occasional travel to field locations, with the possibility of one or two airplane trips per year.


Requirements:


Experience:

  • Significant experience in HVAC or similar trades, with a focus on memberships, maintenance visits, and lead generation activities.
  • Strong background in call center leadership and dispatch operations.
  • Proven track record in sales, call center management, and operations.
  • Experience managing a multi-layered workforce of circa 75 to 80 individuals.
  • Deep expertise in dispatching, optimizing schedules, and maximizing sales opportunities.
  • Ability to utilize data and analytics to measure performance and drive improvements.
  • Familiarity with call point and Service Titan systems is crucial.


Skills & Characteristics:

  • Self-starter with high energy and adaptability.
  • Team player with a strong ability to lead and motivate others.
  • Pro-change mindset with a focus on driving cultural transformation.
  • Excellent communication and collaboration skills.
  • Commitment to creating a diverse and dynamic leadership team.


Compensation & Benefits:

  • Base Salary: $130,000 to $150,000 (Negotiable for exceptional candidates up to $170,000)
  • Bonus: 25% variable incentive
  • Equity/Stock Options: Yes
  • 401k: Yes
  • Healthcare: Yes
  • Relocation: One-time payment for suitable candidates


Join Our Client:


If you are a proactive leader with a passion for driving growth and fostering a collaborative, high-energy environment, we encourage you to apply. This is an exciting opportunity to make a significant impact and grow with our client as they expand their operations.

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