Director of Call Center & Sales Operations

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TYPE OF WORK

Full Time

SALARY

7

HOURS PER WEEK

40

DATE UPDATED

Aug 7, 2026

JOB OVERVIEW

Job Description

We are looking for an experienced Director of Call Center & Sales Operations to lead and scale our high volume appointment setting and sales support team.

This is a hands on leadership position for someone who has successfully managed call center teams, understands sales, knows how to hold people accountable to KPIs, and can build a motivated performance driven culture.
You will be responsible for the day to day performance of the call center, including recruiting, onboarding, training, coaching, scheduling, KPI management, quality assurance, and overall team development.

Key Responsibilities:

- Manage and motivate a team of inbound and outbound appointment setters
- Establish and enforce daily, weekly, and monthly KPIs
- Monitor call volume, contact rates, booking rates, show rates, follow up activity, and conversion performance
- Listen to and audit calls regularly to identify coaching opportunities
- Conduct ongoing sales training, role playing, and script development
- Hold tea ---------- mbers accountable through individual coaching and performance plans
- Recruit, interview, hire, and onboard new call center representatives as the company grows
- Identify underperformers quickly and develop plans for improvement
- Maintain proper staffing levels and assist with scheduling
- Create competitions, incentives, and initiatives to keep the team engaged and motivated
- Work closely with sales and marketing leadership to improve lead conversion
- Ensure leads are being contacted quickly and consistently
- Analyze performance data and provide leadership with clear reporting and recommendations
- Help develop SOPs and scalable systems for the call center
- Maintain a high energy, competitive, positive sales culture
- Ideal Candidate:
- 5+ years of call center experience
- 3+ years managing a call center or high volume sales team
- Strong sales background
- Proven experience managing KPIs and improving team performance
- Experience recruiting and building teams
- Excellent coaching and communication skills
- Comfortable having difficult performance conversations and holding people accountable
- Highly organized and numbers driven
- Experience with CRM systems and lead management
- Experience with inbound and outbound sales
- Healthcare, medical aesthetics, elective healthcare, or high ticket sales experience is a major plus

This is not an administrative management position. We are looking for someone who enjoys being actively involved with the team, listening to calls, coaching representatives, recruiting talent, reviewing performance, and finding ways to improve results every day.

SKILL REQUIREMENT
Sales Management Recruiting
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