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Call Center Director Jobs in Provo, UT (NOW HIRING)

Mira Home

Director of Call Center Operations

Orem, UT · On-site

$110K - $125K/yr

As the Director of Call Center Operations, you will own the systems, people-readiness, and quality functions that allow our phone teams to deliver a white glove, caring experience at scale. You will ...

Applied ABC

Center Director

American Fork, UT · On-site

$42K - $57K/yr

Center Director/BCBA - ABA Center (American Fork, UT) Full-Time + Comprehensive Benefits Lead with Purpose. Empower with Expertise. Make an Impact. Who We Are At Applied ABC, we're passionate about ...

Learning Care Group, Inc.

Center Director

South Jordan, UT

$44K - $61K/yr

In a Center Director, we look for committed individuals who want to have a positive impact in the lives of children and their families, while effectively and efficiently running all school operations.

Amicis Global

Call Center Representative

South Jordan, UT · On-site

$20 - $24/hr

Previous contact center experience Position Description Client Support Service Professionals handle incoming phone calls regarding various service inquiries on Brokerage accounts. Calls will need to ...

1-800 Contacts

General Call Center Positions

Draper, UT · On-site +1

$15 - $18.75/hr

This isn't your average call center job; it's a career where you can thrive, grow, and be part of a winning team. Sound like you? Apply now, and let's see if we're a perfect fit Approved remote ...

Amicis Global

Call Center Representative

South Jordan, UT · On-site

$15.25 - $19/hr

Previous contact center experience Position Description Client Support Service Professionals handle incoming phone calls regarding various service inquiries on Brokerage accounts. Calls will need to ...

1-800 Contacts

General Call Center Positions

Draper, UT · On-site +1

$12 - $15/hr

This isn't your average call center job; it's a career where you can thrive, grow, and be part of a winning team. Sound like you? Apply now, and let's see if we're a perfect fit Approved remote ...

Russell Tobin

Call Center Representative

South Jordan, UT · On-site

$20 - $22/hr

Previous contact center experience is preferred. * Strong communication, problem-solving, and organizational skills. * Strong customer-service orientation and ability to maintain professionalism ...

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Call Center Director information

See Provo, UT salary details

$41.6K

$97.4K

$151.4K

How much do call center director jobs pay per year?

As of Sep 2, 2026, the average yearly pay for call center director in Provo, UT is $97,444.00, according to ZipRecruiter salary data. Most workers in this role earn between $82,800.00 and $113,500.00 per year, depending on experience, location, and employer.

What does a call center director do?

Call center directors oversee operations in a remote customer service facility. In this role, your job duties include the management of all call center staff and ensure they maintain the company's expectations on production levels. You hire new call center agents, assess the performance of existing employees, and plan training and professional development courses. Depending on the company, you may also be responsible for developing operational strategies and business policies, as well as making decisions about communication equipment and software for call center operations. Other duties include managing the call center budget, allocating resources, and coordinating with clients or third-party service providers when necessary.

What does a call center director do?

A Call Center Director oversees the operations and performance of a call center, ensuring that customer service standards are met and organizational goals are achieved. They manage teams of supervisors and agents, develop strategies to optimize efficiency, and implement policies to improve customer satisfaction. Additionally, Call Center Directors are responsible for budgeting, staffing, training, and using data analytics to monitor key performance indicators. Their role is crucial in maintaining high-quality service and driving continuous improvement within the call center.

What are the key skills and qualifications needed to thrive as a call center director?

A Call Center Director needs strong leadership, operational management experience, and a background in business administration or a related field. Familiarity with call center software (such as CRM and workforce management tools) and certifications like Six Sigma or PMP are commonly expected. Excellent communication, problem-solving, and motivational skills help drive team performance and employee engagement. These capabilities are vital for ensuring efficient operations, high customer satisfaction, and continuous process improvement in a dynamic environment.

What are some common challenges faced by call center directors, and how can they be addressed?

Call Center Directors often face challenges such as managing high employee turnover, maintaining service quality during peak periods, and adapting to rapidly changing technologies. Addressing these issues involves fostering a positive work culture, implementing effective training programs, and investing in up-to-date call center software. Additionally, strong communication with team leaders and regular performance reviews can help identify areas for improvement and keep teams aligned with organizational goals.

What is the difference between Call Center Director vs Call Center Manager?

AspectCall Center DirectorCall Center Manager
ResponsibilitiesOversees multiple call centers, develops strategic goals, manages budgets, and aligns operations with company objectives.Manages daily call center operations, supervises staff, and ensures customer service standards are met.
Required CredentialsBachelor's degree, experience in call center operations, leadership skills.Bachelor's degree or relevant experience, strong communication skills.
Work EnvironmentExecutive offices, strategic planning sessions, high-level meetings.Call center floor, team supervision, staff training.

The main difference between a Call Center Director and a Call Center Manager lies in scope and strategic focus. The Director oversees multiple centers and sets organizational goals, while the Manager handles daily operations and team supervision. Both roles require similar credentials and are vital in delivering excellent customer service within the call center industry.

Why do people quit call center directors?

Call center directors often leave their roles due to high stress, long working hours, and pressure to meet performance targets. Additionally, limited career advancement opportunities and organizational changes can contribute to turnover among individuals in this position.
More about Call Center Director jobs

What are the most commonly searched types of Call Center jobs in Provo, UT?

The most popular types of Call Center jobs in Provo, UT are:

What job categories do people searching Call Center Director jobs in Provo, UT look for?

The top searched job categories for Call Center Director jobs in Provo, UT are:

What cities near Provo, UT are hiring for Call Center Director jobs?

Cities near Provo, UT with the most Call Center Director job openings:

Call Center Director jobs near you
Infographic showing various Call Center Director job openings in Provo, UT as of August 2026, with employment types broken down into 2% As Needed, 76% Full Time, 20% Part Time, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $97,444 per year, or $46.8 per hour.

Director of Call Center Operations

Mira Home

Orem, UT • On-site

$110K - $125K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 25 days ago

Job description

About Mira Home - Pest Control:
At Mira Home, we are more than just a pest control company; we are a customer-focused team dedicated to peace of mind. Our mission is simple: we worry about the bugs so our customers don't have to. We pride ourselves on a culture of independence, safety, and exceptional service. Whether you are a seasoned professional or looking for a new career path, we provide the training and tools necessary to help you succeed. Taking care of people is at the heart of everything we do, and that starts with our team. Mira Home exists to create peace of mind for your home, while nurturing a team where people grow, flourish, and become more than they thought possible.
We are looking for an operationally-minded leader to run the engine behind our Customer Care Center (CCC). As the Director of Call Center Operations, you will own the systems, people-readiness, and quality functions that allow our phone teams to deliver a white glove, caring experience at scale. You will partner as a peer to our Director of Call Center Performance - while they focus on the production floor (Care, Loyalty, and Inside Sales), you will own everything that enables that floor to win: workforce management, hiring pipeline, training, quality assurance, digital care, and online brand.
Your leadership will create the structure, clarity, and consistency that let every Specialist show up ready, every customer feel supported, and every team member grow into their full potential as part of the Mira Family.
Pay & Benefits
Base Pay:
$110,000-$125,000 Salary (based on experience and final level)
Performance bonus on top of Salary
Additional Benefits:
  • Health Savings Account (HSA)
  • Health, Dental, and Vision Insurance
  • 401K
  • Paid Time Off
  • HQ Building Perks
  • Bonuses on top of Salary

How You Win in This Role
Communication
  • Set clear expectations for performance, standards, and how the operations functions support the floor
  • Communicate the "why" behind processes, staffing decisions, and quality initiatives
  • Create clarity that enables both your team and the Performance team to execute with confidence
  • Address challenges directly and constructively

Development
  • Lead weekly 1 on 1s with your direct functions (Outreach, Talent, Training, WFM/Systems, Quality)
  • Build trust, celebrate success, and coach behaviors - not just results
  • Identify and develop future leaders across the support functions
  • Build a bench of trained, ready talent so the floor is never short-staffed

Alignment
  • Align every operations function with Mira's mission, values, and customer experience standards
  • Partner cross-functionally - especially with the Director of Call Center Performance - to deliver a seamless customer experience
  • Ensure consistency in how we hire, train, staff, and measure quality across all teams

Innovation
  • Identify and implement improvements in workforce management, hiring, onboarding, systems utilization, and quality
  • Fully leverage our call center technology to make the CCC more efficient and effective
  • Encourage new ideas and challenge assumptions to build a better, more scalable Care Center

Leading People
  • Bring energy, positivity, and presence every day
  • Build belief, accountability, and a culture of growth
  • Take care of your people so they can take care of our customers

Your Role in Action
The Director of Call Center Operations serves as both a leader and an operational architect, owning the functions that keep the CCC staffed, trained, measured, and running well.
Workforce Management & Systems
  • Own forecasting, scheduling, and staffing to meet service levels across all phone teams
  • Direct the Call Center Software SME to fully utilize our platforms (e.g., NICE CXone, FieldRoutes/PestRoutes, Cognigy)
  • Monitor real-time performance and intraday adjustments to protect Service Level (SLA) and occupancy
  • Build the reporting and dashboards leadership relies on to run the business

Talent, Hiring & Onboarding
  • Own the recruiting-to-ready pipeline: screening, verification, interview scheduling, and new-hire training
  • Ensure a steady flow of qualified, coachable candidates to keep every team fully staffed
  • Partner with the Talent Screener and New Hire Trainer to make onboarding fast, consistent, and phone-ready
  • Track time-to-productivity and early-tenure retention

Quality Management
  • Own the centralized Quality Management program and the three Quality Management Specialists
  • Ensure consistent, fair evaluation standards across Care, Loyalty, and Inside Sales
  • Partner with the Performance team's Leads to translate quality trends into coachable behaviors
  • Protect and elevate CSAT and the "white glove" standard on every interaction

Digital Care & Online Brand
  • Oversee the Outreach team delivering Customer Care through chat and email
  • Manage our online brand and reputation (BBB, Google Reviews, Yelp, Facebook, and more)
  • Ensure our digital presence reflects the same caring, intentional experience as our phones

Operational Execution & Accountability
  • Own daily operations across your functions and keep them tightly integrated with the production floor
  • Participate in weekly and monthly business reviews; report on trends, risks, and wins
  • Proactively communicate gaps and opportunities to the VP of Business Development
  • Take ownership of results across staffing, quality, hiring, and systems

Cross-Functional Partnership
  • Operate as a true peer to the Director of Call Center Performance - shared goals, clear lanes
  • Partner with Sales, Field Operations, and Retention to ensure feedback loops and alignment
  • Drive one consistent customer experience across every channel and team

What You Bring to the Table
  • 5+ years of call center experience, with 2+ years leading teams or functions
  • Experience owning one or more of: workforce management, quality/QA, training, hiring, or systems administration
  • Strong operational and analytical skills - comfortable with forecasting, staffing math, and reporting
  • Proven ability to build process and structure in a fast-growing environment
  • Excellent communication, coaching, and cross-functional collaboration skills
  • Familiarity with platforms such as NICE CXone and FieldRoutes/PestRoutes preferred
  • Proficiency in Microsoft Office and Google Sheets

Alignment with Mira Values
  • United - Builds strong, collaborative teams and partners as a peer
  • Caring - Leads with empathy and genuine care for people and customers
  • Intentional - Acts with purpose, structure, and clarity
  • Transformative - Develops people and builds systems that scale

Work Location
In person

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