Senior Director, Call Center Operations
Company: Rise Broadband
Location: Irving
Posted on: January 7, 2026
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Job Description:
Summary The Senior Director of Call Center Operations will
provide strategic and operational leadership as we build and
develop a new in-person contact center. This role involves
developing and executing strategies to enhance the customer
experience, improve operational efficiency, and drive business
growth. The Director is responsible for managing staff, optimizing
technology, and analyzing performance data to achieve and exceed
key performance indicators (KPIs). Primary Responsibilities Develop
and implement strategic plans for the call center that align with
the companys broader business objectives. Conduct needs
assessments, capacity planning, and cost-benefit analysis to
determine operational strategies. Oversee the day-to-day operations
of the call center, including managing staffing, scheduling, and
overall performance. Ensure service level agreements (SLAs) are met
consistently and handle high-level customer escalations. Manage,
hire, coach, and mentor a team of call center supervisors and
agents. Conduct regular performance evaluations and foster a
positive, high-performance work culture to reduce employee
turnover. Monitor and analyze call center metrics, including, but
not limited to, average handling time (AHT), first call resolution
(FCR), and customer satisfaction (CSAT) scores. Use data to
identify trends, pinpoint areas for improvement, and implement
actionable strategies. Manage the technology and software used in
the call center, such as workforce management (WFM) and customer
relationship management (CRM) systems. Implement new technologies
like AI and omnichannel platforms to improve efficiency and
customer interactions. Prepare and manage the call centers budget,
track expenses, and ensure operations remain cost-effective.
Establish and document all standard operating procedures (SOPs),
quality assurance programs, and internal workflows to ensure the
new call center can scale efficiently as the company grows. Act as
the primary liaison between the call center and other departments,
including product development, IT, marketing, and network
operations, to ensure a seamless and integrated customer
experience. Identify, select, and manage relationships with
third-party vendors for software, hardware, and other outsourced
services. Other duties as assigned or required by the business.
Requirements A bachelors degree in business administration,
management, or a related field is typically required. Some
employers may prefer a masters degree or relevant certification.
10-12 years of progressive experience in call center management,
with significant experience in a startup or new center launch
environment within the telecommunications sector. Exceptional
leadership and team-building skills, with the ability to thrive in
a fast-paced, high-pressure, and often ambiguous startup
environment. Strong analytical and problem-solving abilities to
interpret complex performance metrics and make data-driven
decisions. Proficiency with call center technologies, including CRM
platforms, WFM software, and analytics tools. The ability to work
in a fast-paced environment and adapt to changing circumstances and
technologies.
Keywords: Rise Broadband, Plano , Senior Director, Call Center Operations, IT / Software / Systems , Irving, Texas
