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Director of Call Center in Phoenix, AZ at American Home Shield

Date Posted: 12/4/2017

Job Snapshot

Job Description

Responsible for the successful operation of a call center. Activities may include inbound calls, outbound calls, or both. Responsibilities may include the growth and profitability of specific product lines, staffing and operations, customer services, developing and implementing product/service standards.

Job Responsibilities

• Responsible for the strategic planning and execution of all call center operations
• Manage and lead the processes for continuous improvement of the overall customer experience
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance
levels related to call center
• Engaged in leading and inspiring their team in developing and documenting best practices in the
performance of all duties and responsibilities
• Highly visible in their role to enhance employee engagement, service levels, knowledge, skills and morale
• Design motivational contests, awards, and incentive plans

• Bachelor degree preferred
• 8+ years of call center experience leading a 300+ seat center
• Home warranty industry or experience selling a virtual product – highly preferred

ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Veterans/Individuals with Disability/Sexual Orientation/Gender Identity.


The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.