Director of Call Center Operations

Any Hour Group - Director of Call Center Operations

Location: Orem, Utah

Founded in 2021, the Any Hour Group has rapidly expanded to become a leading provider of home services across 30 locations in 10 states, with a team of over 2,000 members. Our commitment to delivering exceptional service and fostering a positive work environment has driven our success and growth. As we continue to expand, we are seeking a dynamic Director of Call Center Operations.

The Director of Call Center Operations will oversee the daily operations of our call center in Orem. This role requires a hands-on leader who is strategic, capable of leading and coaching teams to achieve success. The ideal candidate will have a strong background in call center management, exceptional knowledge of how to drive key performance indicators, and a passion for providing outstanding customer service.

Key Responsibilities:

• Lead, mentor, and manage a team of customer care representatives and managers to ensure the delivery of high-quality service.
• Oversee all aspects of call center operations, including scheduling, performance metrics, and customer service processes, to ensure smooth and efficient operations.
• Manage key performance indicators (KPIs) such as talk time, booking rate, time to answer, add-on services offered, and calls per hour to drive operational excellence.
• Integrate partners into our call center operations as we merge with and acquire other companies.

Qualifications:

• 3-5+ years of management experience in call center management and operations, preferably in home services or similar fields.
• Deep knowledge of how to successfully scale a call center.

What We Offer:

• Health benefits including medical, dental, vision, life insurance, & long and short-term disability insurance

• 401(k) retirement with company match

• On-site full gym & basketball/pickle-ball court

• Weekly pay with incentives and bonuses

• Company events & parties for individuals & families

• Holiday pay, vacation pay, & paid time off

Pre-employment background check & drug test required.

How to Apply:

Interested candidates are invited to submit their resume and/or a cover letter detailing their relevant experience and why they are the ideal fit for this role.