Contact Call Center Director at Aviation Institute of Maintenance

Virginia Beach, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

12 May, 26

Salary

150000.0

Posted On

11 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Team Development, Workforce Planning, Scheduling, Data Analysis, Reporting, Customer Service Excellence, Conflict Resolution, Decision-Making, Time Management, Organizational Skills

Industry

Description

Training Tomorrow's Technicians to Become Skilled, Employable and Essential. About Us - Big Changes, Better Benefits - Join us today! The Aviation Institute of Maintenance (AIM), established in 1969, is a premier institution dedicated to advancing the field of aviation maintenance through exceptional education and training. With 15 campuses nationwide, AIM is a cornerstone in the aviation industry, accounting for 20% of all students attending FAA-certified Airframe & Powerplant (A&P) schools across the country. Each year, AIM proudly contributes to the graduation of nearly one in four certified aircraft technicians in America. At AIM, you'll become part of a dynamic team of educators and leaders, all united by a shared commitment to delivering top-notch training and ensuring student success. We are passionate about equipping the next generation of aircraft technicians with the skills and knowledge needed to excel in the aviation industry. If you are eager to make a meaningful impact and help shape the future of aviation maintenance, AIM offers a rewarding environment where your contributions will truly matter. POSITION PURPOSE The Call Center Director leads the daily operations and performance of a high-volume, fast-paced Admissions call center and is directly accountable for driving enrollment growth through both internal and external sales efforts. This role ensures exceptional customer service while managing competing priorities in a dynamic environment, and oversees enrollment performance and conversion, service levels, quality assurance, coaching and development, and continuous improvement initiatives. The Director is accountable for meeting enrollment targets and operational goals through hands-on leadership, data-driven decision-making, and consistent service delivery under pressure. JOB FUNCTIONS, DUTIES AND RESPONSIBILITIES Operations Management 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. Workforce Planning & Scheduling 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. Team Leadership & Development 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. Performance & Quality Assurance 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. Customer Experience 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. Technology & Reporting 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. Compliance & Risk Management 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. SUPERVISORY RESPONSIBILITIES Manage Call Center staff daily operations and performance. Education • Bachelor’s degree or equivalent experience. Experience 3–5 years of call center experience, including leadership or supervisory experience. Experience managing high-volume outbound and blended call center environments utilizing automated dialing technologies (e.g., predictive or power dialers) 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. Experience managing multi-channel contact centers (phone, email, chat, SMS) preferred. Background in sales, admissions, customer service, or support environments preferred. Familiarity with compliance and quality assurance standards are preferred. Skills & Competencies Leadership and team development. Workforce planning and scheduling. Data analysis and reporting. Customer service excellence. Conflict resolution and decision-making. Time management and organizational skills. What We Offer A reasonable estimate of the current salary range is $100,000-$150,000. We expect most candidates to fall in the middle of the range based on experience, qualifications, and other relevant factors. In addition to a competitive base salary, we offer a comprehensive benefits package, including: 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. We are committed to providing a rewarding compensation package that supports both your professional growth and personal well-being. AIM is a proud equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by applicable law. We believe that a diverse workforce contributes to the success of our company and are dedicated to fostering a culture of respect, equity, and inclusion.

Responsibilities

The Call Center Director leads daily operations of a high-volume admissions call center, ensuring exceptional customer service and driving enrollment growth. This role includes managing performance metrics, coaching staff, and implementing continuous improvement initiatives.