Training Tomorrow's Technicians to Become Skilled, Employable, and Essential
ABOUT US - Big Changes, Better Benefits - Join us today!
At Cotulla Education, home to the Aviation Institute of Maintenance, Centura College, Tidewater Tech, and American Lineman College, we are dedicated to transforming lives through hands‑on, career‑focused education. Our mission is to empower students to achieve their professional dreams in high‑demand fields like aviation, healthcare, information technology, and skilled trades. With experienced faculty providing personalized support, our graduates emerge as future leaders ready to make a significant impact in their communities. Join us in shaping the careers of those who will build and maintain our world and embark on a transformative journey towards a fulfilling career.
POSITION PURPOSE 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. This role manages staff performance, service levels, quality assurance, coaching and development, and continuous improvement initiatives. The manager is accountable for meeting operational goals through strong leadership, data‑driven decision making, and consistent service delivery.
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.
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.
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.
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.
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.
Leadership and team development.
Workforce planning and scheduling.
Data analysis and reporting.
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.
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.
Cotulla Education 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.
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POSITION PURPOSE 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. This role manages staff performance, service levels, quality assurance, coaching and development, and continuous improvement initiatives. The manager is accountable for meeting operational goals through strong leadership, data‑driven decision making, and consistent service delivery.
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.
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.
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.
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.
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.
Leadership and team development.
Workforce planning and scheduling.
Data analysis and reporting.
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.
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.
Cotulla Education 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.
#J-18808-Ljbffr