CH Consulting Group is supporting a Dallas-based, multi-brand home services company in its search for an experienced Director of Call Center Operations.
This full-time senior leadership role is responsible for driving operational performance, revenue growth, and customer experience across a high-volume, multi-brand, multi-market contact center environment.
The ideal candidate is a seasoned contact center leader with experience leading complex, multi-site operations and building strong performance cultures. Reporting directly to the COO, this role will help shape company-wide initiatives, strengthen booking and sales performance, and translate business strategy into measurable operational results.
Dallas, TX – Onsite/Hybrid/Remote, Onsite/Hybrid Preferred*
Submit your resume to: resumes@thechcg.com
Key areas of responsibility include:
- Leading day-to-day contact center operations across a multi-brand, multi-market environment
- Owning performance outcomes including conversion rates, booking rates, and revenue contribution
- Partnering with Marketing to optimize lead flow, speed-to-lead, and return on lead investment
- Partnering with Field Operations to improve close rates, reduce cancellations, and strengthen customer lifecycle performance
- Building and leading a high-performance booking and sales culture across all teams
- Developing scripts, conversational frameworks, and structured training programs
- Driving daily scorecard accountability across leaders and frontline teams
- Partnering with Workforce Management to align staffing strategies with business demand
- Establishing and managing KPI dashboards across all brands and locations
- Attracting, hiring, training, and developing contact center team members and leaders
Qualifications:
- 6+ years of call center leadership experience, including 3+ years in a senior, multi-site role
- Proven track record driving revenue growth through contact center optimization
- Experience managing large-scale environments, with 100+ seats preferred
- Strong command of workforce management principles and KPI-driven leadership
- Highly data-driven with the ability to translate metrics into actionable strategy
- Strong understanding of customer experience principles and contact center best practices
Preferred, but not required:
- Experience in home services, including HVAC, plumbing, electrical, or roofing
- Experience supporting multi-brand or multi-location operations in a high-growth environment
Compensation: Competitive salary, bonus, and benefits package.
Work Environment: Dallas, TX – Onsite/Hybrid/Remote, Onsite/Hybrid Preferred*
If you have the experience to lead a high-performance contact center operation in a growth-focused, multi-brand environment, we want to hear from you.
Submit your resume to: resumes@thechcg.com
Subject line: Director of Call Center Operations – Dallas
