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