Call Center Director Confidential Costa Mesa, CA Job Details Full-time $80,000 - $90,000 a year 9 hours ago Benefits Health insurance Dental insurance 401(k) Vision insurance Employee discount Life insurance Qualifications Live chat Performance monitoring Email customer support Customer returns handling Team supervision Managing teams in a customer support role Phone communication Coaching Staff scheduling Team scheduling Performance feedback (performance evaluation method) Metrics Reporting Scalable systems Team development Quality performance measurement Supervising experience Bachelor's degree Customer engagement Customer relationship management Help desk systems Leading team collaboration initiatives Scalability Communications Business Administration Operational excellence initiatives Process improvement planning Business operations Process management Call center management Staffing management Full Job Description Call Center Director Job Description and Purpose A growing health and wellness organization is seeking an experienced Call Center Director to lead the strategy, operations, performance, and continued development of its customer service organization. This position oversees the Customer Service team and is accountable for creating a consistently exceptional customer experience across phone, email, chat, and other customer touchpoints. Customer service is an important part of the overall customer journey and brand experience. The Call Center Director ensures the team has the leadership, training, tools, processes, product knowledge, and performance expectations necessary to provide customers with timely, accurate, empathetic, and solution-focused support. This role is responsible for both the day-to-day effectiveness of the department and its long-term strategy and scalability. The Director will establish meaningful performance metrics, monitor service levels and customer trends, strengthen quality assurance practices, develop leaders and team members, improve workflows, and identify opportunities to use technology and automation to create a more efficient and effective customer experience. The Director will also work closely with Marketing, Operations, Warehouse/Fulfillment, IT, Product, and other business partners to identify recurring customer issues, improve processes, and ensure information flows effectively between the Call Center and the broader organization. Success in this role requires a leader who can balance people leadership, customer experience, operational performance, and continuous improvement while building a culture where every customer interaction is an opportunity to strengthen trust in the organization. Essential Duties and ResponsibilitiesLeadership & Team Development Provide overall leadership and strategic direction for the Call Center and Customer Service team. Lead, coach, develop, and hold accountable call center leadership and Customer Service Representatives. Lead hiring, onboarding, training, development, and retention efforts for the department. Create development opportunities and career paths within the Call Center to strengthen engagement and retain top talent. Develop appropriate recognition and incentive programs that support performance, customer experience, and team engagement. Performance Management & Coaching Establish clear expectations for customer service quality, productivity, responsiveness, professionalism, and overall team performance. Develop and monitor key performance indicators, including call volume, response times, service levels, quality scores, customer satisfaction, resolution rates, and productivity. Develop and maintain quality assurance practices, including call monitoring, email/chat reviews, coaching, and ongoing performance feedback. Establish department goals and communicate performance results, trends, challenges, and recommended actions to leadership. Ensure department policies and practices are consistently followed, and employees are appropriately trained when processes or expectations change. Customer Experience & Service Excellence Ensure customers receive consistent, accurate, and empathetic support across phone, email, chat, and other communication channels. Oversee processes related to orders, returns, exchanges, subscriptions, cancellations, promotions, product inquiries, and escalated customer concerns. Serve as the leadership escalation point for complex or sensitive customer service matters. Ensure the team maintains strong working knowledge of the organization's products, ingredients, promotions, policies, systems, and subscription practices. Support customer retention by identifying trends related to subscriptions, repeat customers, cancellations, and customer satisfaction. Operational Excellence & Continuous Improvement Analyze call center and customer data to identify trends, service gaps, recurring customer concerns, and opportunities for improvement. Develop and maintain department SOPs, workflows, training materials, escalation procedures, and operational documentation. Identify opportunities to improve or automate processes and better utilize call center technology and systems. Evaluate and recommend call center systems, tools, technology, and resources needed to support continued growth. Build a scalable Call Center structure capable of supporting continued organizational growth. Workforce Planning & Department Operations Evaluate staffing needs based on volume, customer demand, business growth, seasonality, and service-level expectations. Oversee scheduling, workload distribution, attendance, timekeeping, and appropriate staffing coverage. Participate in annual planning and budgeting for the department and monitor expenses against established expectations. Cross-Functional Partnership & Customer Insights Partner with Warehouse/Fulfillment regarding shipping issues, returns, cancellations, damaged or defective products, and other customer-impacting concerns. Partner with Marketing, IT, Product, Operations, and other departments to resolve issues affecting customer experience. Provide customer insights and feedback to business leaders to improve products, processes, communications, and the overall customer journey. AI, Technology & Innovation Identify and implement appropriate AI-driven tools and automation to improve customer service efficiency, response times, quality, and scalability. Leverage AI and customer service technology to analyze customer interactions, identify trends, support quality assurance, and uncover opportunities to improve customer experience. Evaluate opportunities to automate routine customer inquiries and workflows while maintaining appropriate human support for complex, sensitive, or high-value interactions. Partner with IT and other cross-functional teams to evaluate, test, and implement AI solutions that support department and business goals. Ensure AI tools are used responsibly and in alignment with company policies, customer privacy expectations, and established operational standards. Additional Responsibilities Perform other duties and responsibilities as assigned. Qualifications & Requirements Bachelor's degree in Business Administration, Management, Communications, or a related field preferred; equivalent relevant experience may be considered. 5+ years of progressive leadership experience in call center operations, customer service, or customer experience, including direct responsibility for leading and developing teams. Experience with Gorgias or a similar helpdesk/CRM platform strongly preferred. Demonstrated experience managing a high-volume, multi-channel customer service operation, including phone, email, chat, and customer escalations. Strong knowledge of call center operations, including KPIs, service levels, quality assurance, workforce planning, staffing, scheduling, and performance management. Experience using CRM, call center, ticketing, and related technology to monitor performance, improve workflows, and support data-driven decision-making. Proven ability to identify operational gaps, implement process improvements, and build scalable systems and processes that support business growth. Strong leadership and coaching skills with a demonstrated ability to develop employees, build accountability, and create high-performing teams. Strong analytical, problem-solving, and decision-making skills with the ability to translate customer and operational data into actionable business recommendations. Excellent communication and cross-functional partnership skills with the ability to collaborate effectively with leaders and teams across the organization. Customer-focused and results-oriented, with the ability to balance service excellence, employee performance, operational efficiency, and business needs. Experience in e-commerce, consumer products, retail, health and wellness, or the supplement industry preferred. Physical Demands The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequent sitting for extended periods of time. Frequent typing and viewing of computer screens. Frequent use of hands and fingers to operate office equipment, including computers, copiers, scanners, and telephones. Frequent hearing, listening, and speaking by telephone and in person. Occasional standing, walking, reaching with hands and arms, stooping, or bending. Occasional lifting of objects weighing up to 15 lbs., potentially multiple times per day. Work Environment The work environment described here is representative of the conditions encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. Work is performed indoors in a temperature-controlled environment. The noise level is generally moderate, with occasional exposure to travel-related noise.

Pay:

$80,000.00 - $90,000.00 per year

Benefits:

401(k) Dental insurance Employee discount Health insurance Life insurance Vision insurance

Work Location:

In person