Director Of Call Center Operations (financial Services)

Director Of Call Center Operations

VentureTech Solutions is a full-service contact center firm that offers work class operational support, lead generation, financial analysis, training and recruitment. We specialize in the financial services space.

We are seeking a call center executive in the role of Director of Call Center Operations. This position is IN OFFICE and the corporate office is located in Plantation, FL.

Responsibilities for Director of Call Center Operations:

• Provide strategic leadership for inbound and outbound call center operations focused on financial services, preferably in the debt relief space with familiarity of the enrollment process, client servicing, and retention.
• Oversee daily operations to ensure calls are handled efficiently, accurately, and in a manner that builds trust and empathy with financially distressed clients.
• Monitor key metrics including contact rates, close ratios, QA scores, and customer satisfaction (CSAT) to drive consistent performance improvement.
• Collaborate with Marketing and Sales departments to align messaging, optimize lead quality, and enhance customer experience from first contact to program completion.
• Establish quality assurance programs, monitor call recordings, and provide actionable feedback to maintain high ethical and performance standards.

Qualifications for Director of Call Center Operations:

• 7+ years of progressive leadership experience managing high-volume, multi-channel inbound and outbound call center operations, preferably in a regulated environment like financial services or debt relief.
• Proven track record in debt relief/financial services enrollment and client servicing, demonstrating an understanding of the end-to-end client journey, compliance, and retention strategies.
• Expert proficiency in performance analytics, including setting, monitoring, and achieving KPIs such as contact rates, QA scores, CSAT, close ratios, and occupancy/utilization rates.
• Demonstrated success in implementing and managing Quality Assurance (QA) programs and coaching processes that drive ethical compliance and consistent performance improvement across all agent levels.
• Strong collaborative skills with experience partnering directly with Marketing and Sales departments to optimize lead flow, conversion metrics, and ensure cohesive customer messaging.
• Bachelor's degree in Business Administration, Finance, or a related field; an advanced degree (MBA) or relevant professional certifications (e.g., Six Sigma) is a strong plus.