Call Center Launch & Operations Director

11/29/2025

The Call Center Launch & Operations Director will be responsible for hiring and building a high-performance outbound sales team, managing performance metrics, and ensuring effective training and quality assurance processes. They will also handle operations, scheduling, and report to US leadership on performance trends and issues.

Working Hours

40 hours/week

Company Size

51-200 employees

Language

English

Visa Sponsorship

About The Company

We specialize in delivering cutting-edge solutions tailored to meet the unique needs of our clients. With a passion for excellence and a commitment to customer satisfaction, we strive to exceed expectations in every project we undertake

About the Role

Description

We are a fast growing US based company building a high performance outbound sales call center. The team will handle both cold and warm calls into the United States, selling directly to consumers. Our goal is to scale this center to 100+ agents over the next 12 to 24 months and make it the engine of our growth.

What You Will Own

Hire and build the team
Own the full hiring funnel for agents, team leads, and future floor managers, working with internal recruiters and making final hiring decisions.

Scale and manage performance
Run the floor during shifts, drive core KPIs (dials, contacts, talk time, appointments or sales, conversion rate) and hold team leads and agents accountable to clear targets.

Execute training and quality
Use existing and help improve onboarding, scripts, rebuttals, and QA processes to ramp new hires quickly, review calls regularly, and coach team leads on how to improve their teams.

Handle operations and scheduling
Set and manage shift schedules, attendance, adherence to US hours, and correct use of the dialer, CRM, and lead lists, while keeping data and dispositions clean.

Report and communicate with US leadership
Act as the single point of contact for the India call center, sending clear weekly updates on headcount, hiring pipeline, performance trends, and any issues or risks.

Requirements

Deep call center leadership experience
At least 7 years in call center or BPO operations with 3 to 5 years managing outbound sales teams calling the US and direct responsibility for a floor of at least 40 reps.

Proven hiring and scaling track record
Demonstrated success hiring, ramping, and retaining outbound sales agents and team leads in volume, ideally scaling a team toward 80 to 100 seats.

Strong grasp of outbound sales and tools
Solid understanding of outbound sales metrics and levers, with hands on experience using dialers and CRMs in a high volume environment.

Communication and coaching strength
Excellent spoken and written English and the ability to coach agents on accent, tonality, call control, and following scripts without sounding robotic.

Builder mindset and ownership
Comfortable working a permanent night shift, taking full ownership of results, making tough calls on performance, and treating the center as your own business unit.

Benefits

Opportunity to use your experience and judgment to build a high-performing outbound sales team from the ground up.
Significant ownership and autonomy in shaping the culture, standards, and leadership bench of a 100+ seat call center.

Professional development support, including training, tools, and resources to help you build and manage a world class team.

Key Skills

Call Center LeadershipOutbound SalesHiringPerformance ManagementTrainingCoachingSchedulingCommunicationCRMDialersQuality AssuranceKPI ManagementTeam BuildingData ManagementSales MetricsAgent Retention