Director, Call Center Operations at PURCOR Pest

Egypt Lake-Leto, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

13 May, 26

Salary

0.0

Posted On

12 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

AI-Enabled Sales Leadership, Operational Excellence, Customer-Centric Innovation, Change Leadership, Inside Sales, Customer Care, Retention, Scheduling, Automation, Predictive Analytics, Conversational Intelligence, Workforce Management, Quality Assurance, CRM, Telephony, IVR

Industry

Consumer Services

Description

Description Purpose Drive inbound and outbound revenue generation, customer experience excellence, and multi-state call center operations by leading Inside Sales, Customer Care, Retention, and Scheduling functions. This role accelerates top-line growth by maximizing booking conversion, delivering world-class customer interactions, and optimizing workforce and technology performance through advanced AI capabilities, automation, predictive analytics, and conversational intelligence within a high-volume, PE-backed home services organization Key Contributions Inside Sales & Revenue Leadership Lead the Inside Sales organization to achieve booking, outbound conversion, upsell, and revenue-per-call targets through AI-assisted sales tools and real-time coaching technology. Develop sales strategies, scripts, objection handling frameworks, and coaching programs enhanced by AI-driven conversation intelligence and predictive insights to increase close rates and average revenue per job. Implement daily/weekly sales reviews and dashboards incorporating AI-scored conversations, sentiment analytics, and performance modeling. Partner with Marketing to optimize lead flow and quality using AI-powered attribution, lead scoring, and routing logic. Operational & Customer Care Excellence Oversee all inbound customer care operations including scheduling, service inquiries, customer retention, and escalation handling with an emphasis on automation and intelligent triage. Implement customer experience standards supported by AI-enabled call summarization, automated QA scoring, and predictive repeat-call prevention tools. Standardize workflows and communication touchpoints across markets using AI to identify best practices and performance gaps. Performance, Workforce, & Quality Management Lead workforce planning supported by AI forecasting models, predictive staffing, and real-time adherence monitoring tools. Establish rigorous QA programs including AI-generated scorecards, automated compliance checks, and conversation quality predictions. Drive continuous improvement through AI-driven data analysis, call transcription insights, customer sentiment trends, and performance heatmaps. Technology, Analytics & Process Optimization Optimize CRM, telephony, dialer, IVR, WFM, QA, and sales enablement platforms by integrating AI capabilities across routing, automation, and agent-assist functions. Implement AI-enabled workflows to increase speed-to-answer, reduce operational costs, and elevate conversion. Lead reporting cadence using dashboards that include AI trend analysis, predictive KPIs, and automation impact measurements. Oversee major technology initiatives including chatbot deployments, intelligent routing enhancements, IVR modernization, and system integrations. Leadership & Culture Building Develop high-performing AI-enabled teams across Inside Sales, Customer Experience Supervisors, QA, WFM, and frontline agents. Build a culture of accountability, coaching, innovation, and continuous improvement supported by AI-powered performance transparency and coaching insights. Recruit, train, and onboard talent using AI-enhanced training tools, simulated coaching environments, and automated skill-gap detection Success Metrics Revenue & Sales Performance AI-Enhanced Conversion Rates: Meet or exceed monthly inbound/outbound conversion metrics using predictive recommendations and conversational intelligence. Revenue Per Call: Increase via AI-informed upsell triggers and optimized call flows. Outbound Sales Productivity: Achieve daily/weekly KPIs supported by automated cadence tools and predictive contact strategies. Customer Experience & Service Excellence CSAT/NPS: Maintain = 90% satisfaction supported by AI-driven service consistency and early issue detection. First-Call Resolution: Improve using AI-generated real-time agent assists and knowledge recommendations. Service Reliability: Achieve rapid escalation resolution using intelligent workflow automation. Operational Performance Service Levels: = 85% of calls answered within target, supported by AI staffing and routing. Workforce Efficiency: Meet adherence, occupancy, and staffing variance targets through AI WFM tools. QA Compliance: = 95% accuracy using automated scoring and transcription analytics Growth Impact Accelerates top-line revenue using AI-assisted sales coaching, automation of low-value tasks, and insight-driven outbound strategies. Strengthens customer loyalty through predictive retention modeling, personalized communication, and rapid issue identification. Improves scalability by integrating automation, intelligent routing, and end-to-end AI insights across the sales and service workflow. Enhances brand reputation by ensuring highly consistent, accurate, and customer-friendly interactions powered by conversational AI tools. Supports PE growth strategy through operational efficiency, optimized staffing, and revenue-driven technology enhancements. Capabilities & Strengths AI-Enabled Sales Leadership: Skilled at leveraging conversational intelligence, real-time agent assist, and predictive lead insights to improve team performance. Operational & Analytical Excellence: Uses data science tools, AI dashboards, and automated insights to optimize workflows and enhance decision-making. Customer-Centric Innovation: Applies AI-driven customer insights, sentiment scoring, and feedback analytics to shape service strategy and retention efforts. Change Leadership: Ability to champion digital transformation, coach teams through AI adoption, and operationalize new technologies at scale. Requirements Required Qualifications 7–10+ years leading call center operations with inside sales, outbound sales, or revenue-focused service teams. Strong track record improving conversion rates, revenue per call, and sales performance metrics. Experience managing large multi-layer teams (managers, supervisors, QA, WFM, agents). Expertise with CRM, dialer systems, WFM, telephony/IVR, QA platforms, and AI-enabled call center tools (conversation intelligence, automation, routing engines). Proven ability to lead digital transformation and implement automation or AI initiatives. Preferred Qualifications Experience in home services or field service industries. Background scaling Inside Sales teams in multi-state operations. Prior experience with AI-enabled sales platforms, automated outbound systems, or predictive analytics. Experience presenting performance insights—including AI impact—to private-equity leadership

Responsibilities

The Director of Call Center Operations will drive revenue generation and customer experience excellence by leading various functions including Inside Sales and Customer Care. This role focuses on maximizing booking conversion and optimizing workforce performance through advanced AI capabilities.