Director of Call Center Operations

About the role

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.

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