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.