Director of Call Center Operations jobs in United States
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Trades Holding Co., LLC ยท 2 weeks ago

Director of Call Center Operations

positionCleveland, OH
timeFull-time
remoteOnsite
seniorityDirector/Executive
money$105K/yr - $130K/yr
date7+ years exp

Trades Holding Co., LLC is a leading franchisee operator of several renowned residential home servicing brands. They are seeking a Director of Call Center Operations to lead and scale a technology-enabled call center operation, focusing on performance, team management, and operational efficiency.

Consumer Services
Hiring Manager
Kim Weaver
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Responsibilities

Lead a multi-layered call center organization, including direct management of multiple team leads across locations
Coach and train leaders and agents in real time; reinforce performance standards and accountability
Lead through change with clarity, consistency, and a positive, solutions-oriented approach
Build a high-performance, customer-focused culture
Own daily call center operations, ensuring efficiency, quality, and scalability
Drive best-in-class inbound and outbound performance in partnership with dispatch and field leadership
Align call handling, scheduling, and capacity to support revenue and customer experience
Identify gaps and implement process improvements quickly and effectively
Serve as a hands-on expert in ServiceTitan, including call workflows, reporting, and operational optimization
Leverage AI-enabled tools (QA, call analysis, automation, routing, forecasting, coaching) to improve conversion, quality, and efficiency
Manage and optimize multiple phone service providers, IVR, routing, overflow, and after-hours coverage
Ensure seamless integration across phone systems, ServiceTitan, and AI platforms
Partner with vendors and internal teams to drive continuous improvement and adoption
Own call center KPIs, including answer rate, booking/conversion, abandonment, AHT, schedule efficiency, and quality
Use data and reporting to drive accountability, coaching, and operational decisions
Translate insights into clear action plans for managers and teams
Lead the call center through growth, transformation, and organizational change
Help design and implement the future-state call center structure, staffing model, and technology roadmap
Support hiring, onboarding, and training to scale effectively
Balance immediate execution with long-term operational strategy

Qualification

Call center leadershipServiceTitan experienceAI tools utilizationPhone service managementCall center KPIsAnalytical skillsCommunicationLeadership skills

Required

7+ years of call center leadership experience in a performance-driven environment
Proven experience managing managers and frontline teams
Hands-on ServiceTitan experience (or similar)
Demonstrated experience using AI tools to improve call center performance
Experience working with multiple phone service providers
Strong understanding of call center KPIs and operational optimization
Experience leading teams through growth or change
Strong communication, analytical, and leadership skills

Preferred

Experience in home services or field-service operations
Background in scaling or restructuring call center operations
Experience building SOPs, training programs, and performance frameworks

Benefits

Paid time off and paid holidays
Medical, dental, vision, life, and 401(k) match up to 4%

Company

Trades Holding Co., LLC

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Founded in 1994, Trades Holding Company is a franchisee operator of Mr. Rooter and Mr.
dateFounded in 1994
people-size201-500 employees

Funding

Current Stage
Growth Stage

Leadership Team

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Kyle Stewart, CFA
Interim Chief Financial Officer
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Company data provided by crunchbase