(Strategic Leader for High-Performance Outbound Sales Operations)**
About the Role
We are hiring a world-class Director of Call Center — someone who has built, scaled, and led large outbound sales call centers (400–500+ seat environments), understands the front-end and back-end operations better than anyone else, and can architect our entire call-center ecosystem from scratch.
This person must think like a CEO of the call center, not just a manager. Someone who walks in, evaluates the entire operation, and confidently tells us:
How it should be structured
Who we need to hire
How to set up the systems, workflows, KPIs, QA, training, compliance
How to scale rapidly without losing performance
And how to run the call center better than anyone already here
This is a mission-critical leadership hire. We are looking for an operator who has done this at scale, understands outbound, high-pressure sales environments, and can build a high-performance culture that consistently drives revenue
Requirements
Required Experience & Skill Set
Must-Have Experience
10+ years managing large-scale progressive call center operations.
Direct experience running 300–500 seat outbound sales floors.
Proven track record in cold calling operations.
Experience building teams from scratch and scaling rapidly.
Leadership experience either as Head of Call Center, Director of Operations, VP Operations, or equivalent.
Critical Skills
CEO-like ownership and decision-making.
Deep understanding of telesales funnel and conversion psychology.
Mastery of call center KPIs, workforce planning, QA systems, and training cycles.
Strong people management — can lead 400+ seat teams through layers.
Extremely high IQ + high pressure tolerance.
Heavy process thinker — can build SOPs, workflows, accountability frameworks.
Highly technical in call center tools (dialers, CRMs, reporting systems
Personality & Leadership Traits
Ruthless about performance.
Obsessed with data.
Can spot inefficiencies instantly.
Builds systems, not chaos.
Can out-think, out-plan, and out-operate every call center manager around them.
Treats the call center like their own business.
Thinks 10 steps ahead.
Can train, motivate, and lead with charisma and discipline.
Key Responsibilities
1. Build & Scale the Call Center (End-to-End Ownership)
Architect the full call-center operation from zero — structure, teams, SOPs, workflows, systems.
Build and scale from 0 → 400+ agents in a controlled, high-performance manner.
Set up strong middle management layers (Team Leads, QA, Trainers, Workforce, Performance Managers, etc.).
2. Outbound Sales Excellence
Deep expertise in cold calling, outbound appointment setting, lead generation, and conversion pipelines.
Build scripts, rebuttals, sales flows, and performance dashboards.
Ensure each team hits consistent targets through data-driven optimization.
3. Operational Leadership (CEO-Level Thinking)
Own daily, weekly, and monthly operations — performance, productivity, agent utilization, staffing models.
Implement the right metrics: ACW, dial-to-connect, conversion %, revenue per seat, agent efficiency.
Identify bottlenecks instantly and implement fixes proactively.
4. Build a Strong People Engine
Hire top-tier sales agents, supervisors, QA analysts, trainers, and managers.
Build training frameworks that create predictable success.
Develop a performance-driven culture based on merit, discipline, and results.
5. Systems & Process Architecture
Set up or optimize dialers, CRMs, workforce tools, QA systems, reporting dashboards.
Ensure compliance, accuracy, and 100% adherence to SOPs.
Improve processes using data, automation, and Lean methodologies.
6. Strategic Insights & Executive Alignment
Work directly with the founders and leadership team.
Provide strategic recommendations for scaling, cost optimization, and performance enhancement.
Constantly analyze data to identify patterns, inefficiencies, and levers to boost productivity