Cotulla Education · 11 hours ago
Call Center Operations Director
Virginia Beach, VA
Full-time
Onsite
Lead/Staff, Director/Executive
$100K/yr - $150K/yr
3+ years expCotulla Education is dedicated to transforming lives through hands-on, career-focused education. The Call Center Operations Director is responsible for leading the daily operations and performance of the call center, ensuring exceptional customer service, optimizing performance, and managing staff to meet organizational goals.
Higher Education
Responsibilities
Manage daily call center operations, including inbound and outbound contact activities
Ensure service level agreements (SLAs), KPIs, and quality standards are consistently met
Develop and implement workflows, policies, and procedures to improve efficiency
Maintain structured call routing, escalation processes, and service recovery practices to support resolution and customer satisfaction
Ensure all team members follow established phone etiquette, scripts, and required call documentation standards
Forecast call volume and staffing needs to maintain adequate coverage and meet service level expectations
Develop and manage staff schedules and coverage plans based on peak call periods, planned absences, and operational needs
Monitor daily performance trends and adjust staffing, assignments, and priorities as needed to maintain service levels
Recruit, train, coach, and supervise call center supervisors and agents
Establish clear performance expectations and provide consistent coaching and feedback to improve outcomes
Conduct performance evaluations and provide ongoing feedback and development plans
Foster a positive, high-performance, and customer-focused team culture
Monitor call quality, customer interactions, and compliance with scripts and policies
Analyze call metrics (AHT, conversion rates, abandonment rates, etc.)
Develop scorecards, QA processes, and calibration practices to ensure consistent evaluation standards
Identify performance gaps and implement corrective action plans, refresher training, and continuous improvement initiatives
Ensure a high level of customer satisfaction and professional communication
Handle escalated customer issues and resolve complex concerns
Identify recurring caller issues and recommend improvements to reduce repeat contacts and increase resolution quality
Oversee call center systems, CRM platforms, and telephony tools
Generate and analyze reports to track trends and performance
Recommend technology enhancements and process automation when appropriate
Ensure contact center practices support student privacy and confidentiality standards, including FERPA-aligned handling of sensitive information as applicable
Maintain appropriate documentation, identity verification practices, and data handling standards
Ensure staff follows all applicable policies, scripts, and legal/regulatory requirements
Manage Call Center staff daily operations and performance
Qualification
Required
Bachelor's degree or equivalent experience
3–5 years of call center experience, including leadership or supervisory experience
Demonstrated ability to lead teams, meet performance goals, and solve complex customer service and operational issues in a fast-paced environment
Experience with call center metrics, CRM systems, and workforce management tools
Manage daily call center operations, including inbound and outbound contact activities
Ensure service level agreements (SLAs), KPIs, and quality standards are consistently met
Develop and implement workflows, policies, and procedures to improve efficiency
Maintain structured call routing, escalation processes, and service recovery practices to support resolution and customer satisfaction
Ensure all team members follow established phone etiquette, scripts, and required call documentation standards
Forecast call volume and staffing needs to maintain adequate coverage and meet service level expectations
Develop and manage staff schedules and coverage plans based on peak call periods, planned absences, and operational needs
Monitor daily performance trends and adjust staffing, assignments, and priorities as needed to maintain service levels
Recruit, train, coach, and supervise call center supervisors and agents
Establish clear performance expectations and provide consistent coaching and feedback to improve outcomes
Conduct performance evaluations and provide ongoing feedback and development plans
Foster a positive, high-performance, and customer-focused team culture
Monitor call quality, customer interactions, and compliance with scripts and policies
Analyze call metrics (AHT, conversion rates, abandonment rates, etc.)
Develop scorecards, QA processes, and calibration practices to ensure consistent evaluation standards
Identify performance gaps and implement corrective action plans, refresher training, and continuous improvement initiatives
Ensure a high level of customer satisfaction and professional communication
Handle escalated customer issues and resolve complex concerns
Identify recurring caller issues and recommend improvements to reduce repeat contacts and increase resolution quality
Oversee call center systems, CRM platforms, and telephony tools
Generate and analyze reports to track trends and performance
Recommend technology enhancements and process automation when appropriate
Ensure contact center practices support student privacy and confidentiality standards, including FERPA-aligned handling of sensitive information as applicable
Maintain appropriate documentation, identity verification practices, and data handling standards
Ensure staff follows all applicable policies, scripts, and legal/regulatory requirements
Preferred
Experience managing multi-channel contact centers (phone, email, chat, SMS)
Background in sales, admissions, customer service, or support environments
Familiarity with compliance and quality assurance standards
Benefits
401(k) and Matching: Secure your future with our competitive retirement savings plan.
Comprehensive Health Coverage: Enjoy Health, Dental, and Vision insurance to keep you and your family healthy.
Life Insurance: Peace of mind with life insurance options.
Parental Leave: Support for new parents during important life transitions.
Paid Time Off: Recharge with paid time off to promote work-life balance.
Employee Assistance Program: Access to resources for personal and professional support.
Tuition Reimbursement: Invest in your future with financial support for further education.
Company
Cotulla Education
At Cotulla, we’re building a revolution in workforce education.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase