CH Consulting Group is supporting a Dallas-based multi-brand home services company in their search for a full-time Director of Call Center Operations. This is a senior leadership role responsible for driving operational performance, revenue growth, and customer experience excellence across a multi-brand, multi-market contact center environment.
The ideal candidate is a seasoned contact center leader with a proven track record in high-volume, multi-site operations. This position reports directly to the COO and plays a central role in shaping company-wide initiatives, building a high-performance booking and sales culture, and translating strategy into measurable operational results.
📩 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 enhance 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 (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 (Not Required):
🔷 Experience in home services (HVAC, plumbing, electrical, 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, Hybrid/Onsite. Travel up to 25%.
If you meet the qualifications above and are ready to lead a high-performance 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
