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Director, Call Center Operations

NearU

Charlotte, NC • 9/4/2026

Call Center , General , Professional

Job Description

Job Description

Call Center Operations Director

Hours:Full Time - Hybrid, onsite Mon - Thurs

Location:Charlotte NC

Compensation:We pay competitive market rates dependant on experience and qualifications

Includes:Base, Bonus, Benefits

About us - NearU is a people-centric, process-driven, and technology-enabled customer service platform dedicated to revolutionizing the home services industry by vastly improving the customer and employee experience.

Summary - NearU is looking for an experienced and dynamic Call Center Operations Director to stand up, lead and develop our home services contact and booking center operations, supporting HVAC, plumbing, and electrical services. This role is critical in building and executing strategic initiatives to optimize call, chat, and online booking processes while ensuring scheduling efficiency based on technician availability and capacity. The ideal candidate has experience working in a multi-site environment with focus on both internal and external customers. They will recruit and manage a high-performing team, drive performance metrics, anddeliveroutstandingcustomersatisfactionandrevenuegrowth.Thisposition playsa pivotalroleinsupportingNearU’sexpansionstrategyandintegratingnewbranchesand services into the National Booking Center.

ThisrolewillbebasedoutofourCharlotte,NCoffice.


Whatyou’lldo

  • Develop and implement strategies to streamline call center workflows, achieve booking,call handling,andcustomerengagementgoalsacrossphone,chat,and online booking channels.
  • Lead initiatives supporting NearU’s expansion strategy, including scaling operationsfornew branchintegrationsandacquisitiononboardingintothecall center processes.
  • Build,train,andleadateamofmanagers,supervisors,andagentsfocusedon delivering exceptional customer service and maximizing booking conversionrates.
  • Cultivate a positive, customer-focused culture that emphasizes teamwork, continuous improvement,andemployeeengagementinthebookingcenterand acrossgeographically dispersedbusinessdepartmentsaligningoperationswith the National Booking Center vision.
  • Partnerwithmarketing,sales,andserviceteamstoaligncontactcenteroperationswith business goals, seasonal demand, and promotional campaigns.
  • Developinitiativestoenhancecustomersatisfaction,increasefirst-callresolution, and ensure timely and accurate service appointments.
  • ExploreandimplementAItools,automation,andotheradvancedtechnologiesto enhance call handling, scheduling efficiency, and customer experience.
  • Drive innovation through omnichannel booking solutions and digital transformationinitiativesto optimizecustomerinteractionsacrossalltouchpoints.
  • Championthe“voiceofthecustomer”byusinginsightsfromcustomer interactions to inform business decisions and develop and implementimprovements.
  • Overseeschedulingoperationstooptimizeappointmentsettingbasedonreal-time technician capacity, availability, and geographic considerations.
  • Collaboratewithservicedispatchteamstobalanceservicequality,technician efficiency, and customer convenience.
  • Alignwithmarketingtodriveefficienciesinmediaspendtofillschedulesandlimit wasted spend based on capacity.
  • CollaboratewithITandvendorsforsystemenhancementsandleadvendor management efforts to drive system improvements and cost efficiencies.
  • Manage budgets, staffing levels, and resources to achieve cost-effective operations and meet service delivery goals.As well set up for scalability by continuouslyenhancingprocesses,systems,andstaffingtosupportgrowth.
  • Monitor and analyze key performance indicators (KPIs), including call answer rates,booking conversions,appointmentadherence,technicianutilization,and customer satisfaction. Implement data-driven improvements.
  • Build,train,andleadateamofmanagers,supervisors,andagentsfocusedon delivering exceptional customer service and maximizing booking conversionrates.


We’reexcitedaboutyoubecauseofyour...

  • Bachelor’s degree in BusinessAdministration, Operations Management, or related field; or equivalent experience.
  • 5+ years of proven leadership in contact center operations with experience in booking, scheduling, and customer service, preferably in the Home Services industry (HVAC, plumbing, or electrical) or similar appointment-based environments.
  • Experience working in a multi-site environment with focus both on external and internal customers
  • Expertise in scheduling management, capacity planning, and technician dispatch alignment to maximize operational efficiency.
  • Strong leadership and coaching skills with a track record of building and managing high-performing teams.
  • ProficiencywithCRMsystems,bookingplatforms,andschedulingtechnology;experience with tools like ServiceTitan or similar platforms is highly preferred.
  • Data-driven decision-making and analytical expertise in performance optimization, cost control, and process improvement.
  • Demonstrate strong change management skills to manage cultural shifts and transformation efforts.
  • Has proven track record managing high-pressure situations, including seasonal demand spikes, system outages, and unexpected changes in technician availability.
  • Excellent communication and interpersonal skills to effectively collaborate across teams and with customers.
  • Experiencemanagingmulti-channelserviceinteractions(phone,chat,andonline).
  • Budgetingandresourcemanagementskills,withafocusonefficiencyandscalability.

Preferredskills

  • MBAorcertificationsinoperationsmanagement,LeanSixSigma,orcustomerexperience.
  • Experienceinafast-pacedorgrowth-focusedenvironmentintheHomeServicessector.
  • Certification in contactcenter leadership, scheduling optimization, or customer service (e.g., ICMI, COPC).
  • Experienceinmergersandacquisitionsenvironmentsandlarge-scaleoperationalintegrations.

Note:This job description is not intended to be all-inclusive. Employee may be expected to perform other related duties as assigned.

Disclaimer:This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. This document does not create an employment contract, implied or otherwise. Management reserves the right to change, add, or remove duties at any time with or without notice.

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We offer benefits including: Medical, Dental, Vision, Life, 401k, Paid Time Off & additional voluntary benefits

\nCompany Description

We are People-Centric & Process-Driven
NearU is a family of home services companies led by some of the most prominent veterans and visionaries in our industry. We seek to acquire strong, local HVAC, plumbing, and electrical brands, that serve both the residential and light commercial markets. We retain the employees and management teams of the companies we acquire, and provide them with the resources and processes they need to better the lives of their customers, employees, and communities.
NearU is a family of home services companies specializing in HVAC repair, installation, and maintenance. By improving customer experience, technology adoption, business processes, and talent management, we seek to raise the bar of success in our industry and drive growth for our family of companies.

We believe that better outcomes occur when everyone's interests are aligned: customers, employees, distributors, and business owners. To ensure collective success, we focus on long-term growth initiatives that provide all stakeholders with the resources and opportunities they need to thrive.
NearU's mission is to deliver better service outcomes for our customers, better growth opportunities for our employees, and better transitions for business owners looking to sell their companies. Our seasoned leadership team uses proven industry playbooks, provides engaged strategic direction, and invests in cutting-edge operational and technological infrastructure in order to drive growth for our family of companies. NearU’s business approach is data driven and methodical, with consistent execution.

Company Description

We are People-Centric & Process-Driven\r\nNearU is a family of home services companies led by some of the most prominent veterans and visionaries in our industry. We seek to acquire strong, local HVAC, plumbing, and electrical brands, that serve both the residential and light commercial markets. We retain the employees and management teams of the companies we acquire, and provide them with the resources and processes they need to better the lives of their customers, employees, and communities.\r\nNearU is a family of home services companies specializing in HVAC repair, installation, and maintenance. By improving customer experience, technology adoption, business processes, and talent management, we seek to raise the bar of success in our industry and drive growth for our family of companies.\r\n\r\nWe believe that better outcomes occur when everyone's interests are aligned: customers, employees, distributors, and business owners. To ensure collective success, we focus on long-term growth initiatives that provide all stakeholders with the resources and opportunities they need to thrive.\r\nNearU's mission is to deliver better service outcomes for our customers, better growth opportunities for our employees, and better transitions for business owners looking to sell their companies. Our seasoned leadership team uses proven industry playbooks, provides engaged strategic direction, and invests in cutting-edge operational and technological infrastructure in order to drive growth for our family of companies. NearU’s business approach is data driven and methodical, with consistent execution.