Call Center Director POST NUMBER: 440594
Location: Hybrid – 4 days remote, 1 day onsite in Columbus, OH
About Us:
We are committed to providing exceptional customer experiences by offering solutions that are reliable, efficient, and personalized. As a leader in the industry, we are seeking a highly skilled and motivated Call Center Director to manage a dynamic team of employees. This is a unique opportunity to lead a fast-paced, high-impact team that plays a critical role in our customer service operations.
Position Overview:
The Call Center Director will be responsible for overseeing the day-to-day operations of a remote team of full-time employees (FTEs), ensuring all customer relations, troubleshooting, and inquiries are handled with the highest level of professionalism and efficiency. This position requires a strong leader with experience in call center management, a strategic mindset, and a deep understanding of remote team dynamics.
Key Responsibilities:
- Leadership & Team Management:
- Lead, mentor, and motivate a team of call center agents.
- Provide ongoing coaching, performance feedback, and career development support to ensure team success.
- Monitor team performance metrics and address any challenges to ensure optimal productivity and customer satisfaction.
- Foster a positive and collaborative team culture to maintain high morale in a remote environment.
- Bachelor’s degree in Business, Communications, or related field (or equivalent experience).
- 7 years of experience in call center management, with at least 3 years in a leadership role managing teams.
- Proven track record of successfully managing a large team of customer service professionals.
- Strong leadership skills with the ability to coach, develop, and inspire remote teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze and leverage performance data to drive improvements and meet KPIs.
- In-depth understanding of call center software and customer service tools.
- Strong organizational skills and the ability to multitask in a fast-paced environment.
- Experience with remote work management and virtual team-building strategies.
- Knowledge of workforce management software and scheduling tools.
- Experience in change management and process improvement initiatives.
- Competitive salary and benefits package.
- Flexible work environment.
- Opportunities for career growth and professional development.
- A collaborative and supportive team culture.
If you are a strategic thinker with a passion for customer service and remote team management, we’d love to hear from you. Apply today and become part of an innovative company dedicated to delivering exceptional customer experiences!
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.