Call Center Director – Operations, KPIs, AI Enablement
The Call Center Doctors
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇲🇽 Mexico
Visit company websiteSalary
💰 $5,000 per month
Job Level
Lead
About the role
- Own day-to-day and strategic performance of outbound call center teams (appointment setting & sales support).
- Standardize operating procedures, workflows, and escalation paths across programs.
- Define, track, and improve KPIs including: Contact rate, Conversion rate, Appointments set per rep, QA scores, Attendance & productivity, Cost per appointment / ROI.
- Build dashboards and reporting rhythms for leadership and clients.
- Lead ongoing performance improvement initiatives using root-cause analysis.
- Design and manage QA frameworks, scorecards, and coaching loops.
- Partner with Training to improve ramp time and early-stage performance.
- Lead managers, supervisors, and team leads.
- Create accountability frameworks and performance-based coaching cultures.
- Identify high-potential talent and build leadership bench strength.
- Implement AI-driven tools for call analysis & QA automation, Rep coaching insights, Forecasting and capacity planning, Workflow and task automation.
- Optimize use of CRMs, dialers, PM tools (ClickUp or equivalent), and analytics platforms.
- Partner with Client Success, Sales, Recruiting, and Tech to align staffing, performance, and client outcomes.
- Act as a senior escalation point for operational or performance-related issues.
Requirements
- 7–12 years of call center operations leadership experience
- Proven success managing KPIs and improving large-scale outbound performance
- Experience leading managers and multi-team environments
- Strong understanding of call center economics and productivity metrics
- Hands-on experience with CRMs, dialers, QA tools, and PM platforms (ClickUp, Asana, etc.)
- Demonstrated experience implementing process improvements and scaling operations
- Exposure to AI tools for call analysis, coaching, or automation
- Data-driven mindset with strong analytical skills
- Clear, confident communicator with executive presence
- Native or near-native English fluency
- Strong bias for action and ownership
- Professional home office setup (high-end PC, headset, stable internet)
Benefits
- Fully remote work environment
- Executive-level visibility and influence
- Opportunity to architect systems used at scale
- Clear growth path toward VP of Operations
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KPI managementperformance improvementroot-cause analysisQA frameworkscoachingcall center economicsdata analysisprocess improvementAI tools implementationperformance metrics
Soft skills
leadershipcommunicationaccountabilityanalytical skillsownershipteam managementstrategic thinkingproblem-solvingtalent identificationexecutive presence