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

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