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Vice President Call Center Operations Jobs (NOW HIRING)

MUSC

Manager, Call Center Operations

Charleston, SC · On-site

Summary The Manager of Call Center Operations reports to the Director, Call Center Operations (Ambulatory). Under limited supervision, the Manager of Call Center Operations provides visible and ...

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Director, Call Center Operations

Charlotte, NC · On-site

Call Center Operations Director Hours : Full Time - Hybrid, onsite Mon - Thurs Location: Charlotte NC Compensation: We pay competitive market rates dependant on experience and qualifications Includes:

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Director, Call Center Operations

Charlotte, NC · On-site

Call Center Operations Director Hours : Full Time - Hybrid, onsite Mon - Thurs Location: Charlotte NC Compensation: We pay competitive market rates dependant on experience and qualifications Includes:

BluZinc

COO SVP Operations

Gainesville, FL · On-site +1

Consumer Financial Services / Health, Disability or Benefits Insurance Claims / Contact Centre ... For those with an ideal profile match we will arrange a confidential / call to learn more about ...

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Director, Call Center Operations

Charlotte, NC · On-site

Call Center Operations Director Hours : Full Time - Hybrid, onsite Mon - Thurs Location: Charlotte NC Compensation: We pay competitive market rates dependant on experience and qualifications Includes:

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How much do vice president call center operations jobs pay per year?

As of Jun 9, 2026, the average yearly pay for vice president call center operations in the United States is $155,780.00, according to ZipRecruiter salary data. Most workers in this role earn between $115,500.00 and $185,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Vice President Call Center Operations, and why are they important?

To thrive as a Vice President Call Center Operations, you need extensive experience in call center management, strategic planning, and a strong understanding of customer service metrics, often supported by a bachelor's or master's degree in business or a related field. Familiarity with workforce management systems, CRM platforms, quality monitoring tools, and Six Sigma or similar process improvement certifications is highly valued. Exceptional leadership, analytical thinking, and communication skills enable effective team management and cross-functional collaboration. These skills ensure efficient call center performance, high customer satisfaction, and alignment with organizational goals.

What does a Vice President of Call Center Operations do?

A Vice President of Call Center Operations oversees the overall strategy, management, and performance of a company's call center or customer service operations. They are responsible for setting goals, implementing process improvements, ensuring customer satisfaction, managing budgets, and leading teams of managers and agents. This role often involves analyzing data to optimize efficiency and developing training programs to enhance service quality. The VP also collaborates with other departments to align call center objectives with broader company goals.

What are some common challenges faced by a Vice President of Call Center Operations, and how can they be addressed?

A Vice President of Call Center Operations often faces challenges such as managing large, diverse teams across multiple locations, maintaining high customer satisfaction while optimizing costs, and implementing new technologies to improve efficiency. Addressing these challenges requires strong leadership, clear communication, and the ability to drive change management initiatives. Building a culture of continuous improvement and investing in staff training can help ensure the team adapts to evolving customer needs and organizational goals.
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What are the most commonly searched types of Call Center Operations jobs? The most popular types of Call Center Operations jobs are:
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Vice President Call Center Operations jobs near you
Infographic showing various Vice President Call Center Operations job openings in the United States as of May 2026, with employment types broken down into 2% As Needed, 78% Full Time, and 20% Part Time. Highlights an 90% Physical, 4% Hybrid, and 6% Remote job distribution, with an average salary of $155,780 per year, or $74.9 per hour.
Vice President, Contact Center Sales & Operations

Vice President, Contact Center Sales & Operations

Certus Pest Inc.

Tampa, FL • On-site

Full-time

Posted 6 days ago

Job description

Description:

Vice President, Contact Center Sales & Operations


Tampa, FL - In Office · Full-Time · PE-Backed Home Services Platform · Pest Control & Pool Services


About The Role

We run the revenue engine of a fast-growing, multi-state home services business. Every inbound call, every outbound dial, every booked job, every recurring service plan, and every customer interaction flows through our contact center.


We are hiring a Vice President, Contact Center Sales & Operations to own that engine and make it grow.


This is not a seat for a caretaker. It is built for a growth-minded operator who thinks like a technologist, leads like a coach, and reads data like a detective. You will lead Inside Sales, Customer Care, Retention, Scheduling, Workforce Management, and Quality as one integrated organization, turning conversation data, modern AI tooling, disciplined coaching, and operational excellence into measurable revenue growth.


You will lead a team of more than 80 contact center professionals supporting leading pest control and pool service brands across multiple states. If you get energized by owning a number, deploying the right technology to move it, and uncovering insights others miss, we want to talk.


What You'll Own

• The Revenue Number. Booking rate, outbound conversion, recurring service plan growth, retention, revenue per call, and customer lifetime value as hard, reported targets.

• The Growth Engine. Aggressive outbound and win-back motions across lapsed customers, unsold estimates, missed-call recovery, canceled accounts, seasonal campaigns, and customer re-engagement initiatives.

• The Insight. Mining call recordings, transcripts, lost-call data, sentiment trends, and operational metrics for patterns competitors never see, then turning them into action through pricing tests, script improvements, staffing optimization, and process enhancements.

• The Experience. Inbound care, scheduling, retention, and sales operating as one seamless customer journey, with automation handling volume so your people can focus on value.

• The Technology. Ownership of the contact center stack, including AI agent-assist, conversation intelligence, intelligent routing, automation, workforce management, quality assurance, and performance platforms.

• The Team. Building and leading a high-performance, multi-state organization that combines accountability, coaching, operational discipline, customer obsession, and sales excellence.


The Tech You'll Command

CRM & Field Service: FieldRoutes, PestPac, ServiceTitan, or comparable


Telephony & Dialer: Five9, NICE CXone, Genesys, Convoso


Conversation Intelligence: Gong, Balto, Observe.AI Call Tracking & Attribution: CallRail, Invoca


Operations: IVR, WFM, QA, agent-assist, and automation platforms

Requirements:

What You Bring

• 10+ years leading contact center operations with responsibility for sales, customer care, retention, scheduling, and operational performance.

• Home services contact center leadership experience required, including pest control, pool services, HVAC, plumbing, electrical, lawn care, or similar recurring-service businesses.

• Pest control contact center experience strongly preferred and will receive priority consideration.

• A documented track record of improving conversion rates, revenue per call, recurring revenue, customer retention, and customer satisfaction.

• Experience leading large, multi-layer teams across managers, supervisors, QA, WFM, training, and frontline agents.

• Hands-on command of modern CRM, field service, telephony, workforce management, QA, call attribution, automation, and AI conversation-intelligence platforms.

• A proven record of implementing automation or AI initiatives that produced measurable business results.

• Experience operating in private equity-backed, multi-brand, acquisitive, or high-growth organizations is highly desirable.


Bonus Points

• Direct pest control contact center experience.

• Experience supporting both pest control and pool service operations.

• Direct experience with FieldRoutes, PestPac, ServiceTitan, or comparable field-service platforms.

• Background scaling inside sales and customer care organizations across multiple brands and markets.

• Experience presenting performance results and technology initiatives to executive leadership, boards, or private equity stakeholders.


How To Apply

Ready to own the engine? Submit your resume and a short note describing a contact center metric you materially improved, how you improved it, and the measurable business impact delivered.