National Booking Center - Director, Call Center Operations

National Booking Center - Director, Call Center Operations
NearU Services, 2550 West Tyvola Road, Charlotte, North Carolina, United States of America

Job Description
Job Title:

Director of Call Center
Company:

NearU Services

About Us
NearU Services is a people‑first home services platform supporting best‑in‑class HVAC, plumbing, and electrical companies across the country. We are committed to delivering exceptional customer experiences, operational excellence, and a culture where our team members can thrive and grow.

Position Summary
NearU Services is seeking a strategic and results‑driven Director of Call Center to lead and optimize our multi‑location call center operations. This leader will be responsible for driving performance, enhancing customer experience, implementing scalable processes, and developing high‑performing teams. The ideal candidate brings a balance of data‑driven decision‑making, strong leadership, and a passion for service excellence.

Key Responsibilities

Lead daily operations of the call center, ensuring high performance across scheduling, dispatch support, and customer service functions

Develop and execute strategies to improve key metrics such as conversion rates, call quality, speed to answer, and customer satisfaction

Build, mentor, and manage call center leadership and frontline teams

Establish and maintain KPIs, reporting dashboards, and performance tracking

Partner with field operations and brand leaders to align call center support with business needs

Implement best practices, training programs, and quality assurance processes

Evaluate and optimize call routing, workforce management, and technology platforms

Drive continuous improvement initiatives and scalability across multiple brands

Qualifications

7+ years of call center leadership experience, preferably in home services or a multi‑location environment

Proven track record of improving performance metrics and scaling operations

Strong analytical and problem‑solving skills with experience using data to drive decisions

Experience with call center technologies, CRM/ATS systems, and workforce management tools

Excellent leadership, communication, and team development skills

Ability to manage multiple priorities in a fast‑paced environment

What We Offer

Competitive salary and performance‑based incentives

Opportunity to lead and shape a growing, national platform

Collaborative, high‑energy culture focused on results and people

Career growth and leadership development opportunities

Join Our Team
If you are a driven leader passionate about building high‑performing teams and delivering exceptional customer experiences, we invite you to apply and be part of NearU Services’ continued growth.

Equal Employment Opportunity (EEO) Statement
NearU Services is an Equal Opportunity Employer. We are committed to fostering an inclusive and diverse workplace. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

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