Director of Call Center

(Strategic Leader for High-Performance Outbound Sales Operations)** About the Role We are hiring a world-class Director of Call Center — someone who has built, scaled, and led large outbound sales call centers (400–500+ seat environments), understands the front-end and back-end operations better than anyone else, and can architect our entire call-center ecosystem from scratch. This person must think like a CEO of the call center, not just a manager. Someone who walks in, evaluates the entire operation, and confidently tells us:  How it should be structured  Who we need to hire  How to set up the systems, workflows, KPIs, QA, training, compliance  How to scale rapidly without losing performance  And how to run the call center better than anyone already here This is a mission-critical leadership hire. We are looking for an operator who has done this at scale, understands outbound, high-pressure sales environments, and can build a high-performance culture that consistently drives revenue Requirements Required Experience & Skill Set Must-Have Experience  10+ years managing large-scale progressive call center operations.  Direct experience running 300–500 seat outbound sales floors.  Proven track record in cold calling operations.  Experience building teams from scratch and scaling rapidly.  Leadership experience either as Head of Call Center, Director of Operations, VP Operations, or equivalent. Critical Skills  CEO-like ownership and decision-making.  Deep understanding of telesales funnel and conversion psychology.  Mastery of call center KPIs, workforce planning, QA systems, and training cycles.  Strong people management — can lead 400+ seat teams through layers.  Extremely high IQ + high pressure tolerance.  Heavy process thinker — can build SOPs, workflows, accountability frameworks.  Highly technical in call center tools (dialers, CRMs, reporting systems Personality & Leadership Traits  Ruthless about performance.  Obsessed with data.  Can spot inefficiencies instantly.  Builds systems, not chaos.  Can out-think, out-plan, and out-operate every call center manager around them.  Treats the call center like their own business.  Thinks 10 steps ahead.  Can train, motivate, and lead with charisma and discipline. Key Responsibilities 1. Build & Scale the Call Center (End-to-End Ownership)  Architect the full call-center operation from zero — structure, teams, SOPs, workflows, systems.  Build and scale from 0 → 400+ agents in a controlled, high-performance manner.  Set up strong middle management layers (Team Leads, QA, Trainers, Workforce, Performance Managers, etc.). 2. Outbound Sales Excellence  Deep expertise in cold calling, outbound appointment setting, lead generation, and conversion pipelines.  Build scripts, rebuttals, sales flows, and performance dashboards.  Ensure each team hits consistent targets through data-driven optimization. 3. Operational Leadership (CEO-Level Thinking)  Own daily, weekly, and monthly operations — performance, productivity, agent utilization, staffing models.  Implement the right metrics: ACW, dial-to-connect, conversion %, revenue per seat, agent efficiency.  Identify bottlenecks instantly and implement fixes proactively. 4. Build a Strong People Engine  Hire top-tier sales agents, supervisors, QA analysts, trainers, and managers.  Build training frameworks that create predictable success.  Develop a performance-driven culture based on merit, discipline, and results. 5. Systems & Process Architecture  Set up or optimize dialers, CRMs, workforce tools, QA systems, reporting dashboards.  Ensure compliance, accuracy, and 100% adherence to SOPs.  Improve processes using data, automation, and Lean methodologies. 6. Strategic Insights & Executive Alignment  Work directly with the founders and leadership team.  Provide strategic recommendations for scaling, cost optimization, and performance enhancement.  Constantly analyze data to identify patterns, inefficiencies, and levers to boost productivity