Call Center Director (Hospitality)

Location: Newport Beach, CA or Palm Springs, CA (Onsite)

About the Opportunity

We are partnering with a leading luxury service organization seeking an experienced Call Center Director to lead and transform its customer contact center operations. This highly visible leadership role will oversee critical customer-facing teams and be responsible for driving operational excellence, improving service performance, increasing reservation conversion rates, and modernizing the technology and processes that support a world-class customer experience. This position offers the opportunity to make an immediate impact by stabilizing a key business unit while helping shape the future operating model, workforce strategy, and technology roadmap for a growing nationwide organization.

Responsibilities

• Leadership & Team Development
  • Lead day-to-day operations of multiple customer contact center teams.
  • Stabilize staffing, improve engagement, and drive workforce retention.
  • Develop managers, team leads, and front-line representatives through coaching and performance management.
  • Foster a culture of accountability, collaboration, and exceptional customer service.
  • Build a strong leadership pipeline and succession strategy.
• Workforce Management & Operations
  • Own workforce planning, forecasting, scheduling, capacity planning, and service-level attainment.
  • Monitor and improve critical contact center KPIs, including service levels, occupancy, quality, schedule adherence, and productivity.
  • Optimize staffing models and operational workflows to maximize efficiency while maintaining service excellence.
  • Ensure quality assurance and coaching programs are consistently executed across teams.
• Customer Experience & Revenue Performance
  • Drive measurable improvements in customer satisfaction and inbound conversion performance.
  • Implement coaching and performance management initiatives that improve results and service quality.
  • Develop processes that support both operational efficiency and a premium customer experience.
• Process Improvement & Standardization
  • Create and implement standardized operating procedures across multiple contact center functions.
  • Establish scalable onboarding, training, and knowledge management programs.
  • Develop and maintain centralized knowledge resources to improve employee effectiveness and consistency.
  • Evaluate and enhance performance incentive programs that support retention and productivity.
• Technology & Innovation
  • Lead the contact center technology strategy and roadmap.
  • Evaluate and implement modern contact center solutions, including AI-enabled tools, workforce management platforms, telephony systems, and performance management technologies.
  • Partner with IT and business stakeholders to improve systems integration and streamline workflows.
  • Champion technology adoption and process automation initiatives.

Requirements

• Bachelor's degree or equivalent professional experience.
• 7+ years of contact center or call center leadership experience.
• 3+ years managing managers and/or multiple customer service teams.
• Demonstrated success improving operational performance, workforce productivity, and customer experience metrics.
• Strong expertise in workforce management, labor forecasting, scheduling, and capacity planning.
• Experience using data, reporting, and analytics to drive operational decision-making.
• Proven ability to lead change, improve processes, and build high-performing teams.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to work onsite in Newport Beach, CA or Palm Springs, CA and travel as needed.

Preferred Qualifications

• Experience within hospitality, travel, luxury service, concierge, private aviation, premium automotive services, or other high-touch customer environments.
• Experience leading multi-site contact center operations.
• Experience implementing contact center technologies, CRM platforms, workforce management solutions, or AI-powered tools.
• Experience building employee training programs and knowledge management systems.
• Experience with Power BI, modern reporting tools, and contact center analytics.

Benefits

Compensation: $175,000 - $225,000 + Benefits

Why This Role?

• Opportunity to lead a high-impact operational transformation.
• Significant visibility with executive leadership.
• Ability to influence operations, technology, workforce strategy, customer experience, and organizational growth.
• Join a collaborative leadership team focused on innovation, service excellence, and continuous improvement.