Head of Call Center Operations
AccruePartners, Inc. ·www.accruepartners.com
Apply directWHO OUR CLIENT IS
- PE-backed consumer services company supporting skilled trades, experiencing rapid growth through acquisitions.
- Multi-state presence with more than 10 companies within their portfolio.
- Employee-oriented, high-performance, innovative culture emphasizing empowerment, quality, productivity, and integrity.
WHY YOU SHOULD CONSIDER THIS OPPORTUNITY
- Expansion-driven role with high visibility to leadership and long-term growth potential.
- Strong employee-first culture that values and appreciates its people.
- Competitive compensation, benefits, and bonus structure.
Why the Role Is Important:
- Lead the buildout of a centralized contact center, transitioning inbound calls, online appointments, and AI chat from branch-level handling.
- Improve call coverage and efficiency, increasing revenue by capturing missed opportunities from smaller branches.
- Develop and scale a high-performing team, launching with 10 agents in April and expanding to 50+ agents by year-end.
- Implement and refine KPIs, ensuring the CRM tool data integrity and optimizing appointment scheduling.
- Standardize booking processes, ensuring a consistent customer experience across all branches.
- Collaborate with branch leadership to align scheduling strategies with field service operations.
- Future expansion potential in 2026, including outbound call strategies and more.
Background That Fits:
- Proven experience launching and leading a centralized contact center, ideally in home services, scheduling, or related industries.
- Operational leadership expertise with experience scaling a high-growth team from startup to full capacity.
- Strong call center KPI and workforce management experience, comfortable refining metrics that drive efficiency and performance.
- Technology-driven approach with experience in CRM and booking platforms.
- Change management and process standardization skills, ensuring structured, scalable workflows.
- Customer-first mindset, balancing customer scheduling needs with skilled labor availability.
- #LI-KJ1
Frequently asked questions
Who is hiring for the Head of Call Center Operations role?
AccruePartners, Inc. is hiring for the Head of Call Center Operations position, a Shazamme client. Apply directly on the employer's career site.
Where is the Head of Call Center Operations job located?
The Head of Call Center Operations role with AccruePartners, Inc. is based in Charlotte, NC, US.
Is the Head of Call Center Operations role full-time or contract?
This is a full time position at AccruePartners, Inc..
What experience level is the Head of Call Center Operations role?
The Head of Call Center Operations position is aimed at director-level candidates.
How do I apply for the Head of Call Center Operations role at AccruePartners, Inc.?
Apply directly on AccruePartners, Inc.'s career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.