Director, Call Center

Hi, We're Centerfield!

Supercharged customer acquisition. Centerfield delivers outcome-based digital marketing solutions and personalized omnichannel experiences for the world’s leading brands. Powered by our proprietary Dugout platform, Centerfield acquires customers at scale for leading residential service, insurance, e-commerce, and B2B brands. Centerfield’s digital experiences and digital brands, such as Business.com and BroadbandNow.com, reach more than 150 million in-market shoppers annually. Centerfield is headquartered in Silicon Beach and is proud to be recognized by Built in LA as a Best Place to Work in Los Angeles.

The Opportunity...
We are seeking a highly skilled, tech-forward Director of Sales Operations to lead our call center sales organization and drive operational excellence through data, technology, and process optimization. This role will oversee daily operations, enhance customer service quality, and implement innovative strategies that maximize performance, efficiency, and scalability. The ideal candidate combines deep call center management experience with a strong command of technology, analytics, and organizational leadership.
How You'll Contribute...

• Sales Performance

  • Oversee daily call center operations, ensuring a seamless workflow, optimized system performance, and superior customer experiences.

  • Manage and motivate sales teams to achieve and exceed sales targets and call center KPIs.

  • Leverage CRM and call analytics platforms (e.g., Twilio, Five9, Looker, NICE, Talkdesk) to monitor and analyze performance data, identify trends, and implement improvement strategies.

  • Lead, mentor, and develop a diverse team of sales managers and representatives, fostering a high-performance, tech-enabled culture.

  • Conduct data-driven performance reviews, providing actionable feedback and coaching for professional growth.

• Staffing and Cost Management

  • Oversee workforce management systems, including staffing models, scheduling automation, and predictive analytics to ensure optimal coverage.

  • Manage to cost KPIs such as retention, labor efficiency, and cost-per-sale metrics using advanced reporting tools and dashboards.

  • Identify opportunities for automation and process improvement to drive cost savings across all call centers.

  • Partner with recruiting and onboarding teams to design data-informed hiring strategies that improve time-to-productivity and talent retention.

• Quality Control

  • Implement AI technology-driven quality assurance (QA) programs that combine quantitative metrics with qualitative insights.

  • Monitor service delivery through QA software and analytics dashboards to maintain consistent, high-quality interactions.

  • Collaborate with training and development (T&D) teams to identify skills gaps and implement continuous learning programs through digital learning platforms.

  • Maintain and enhance protocols for managing customer inquiries, complaints, and escalations using workflows and escalation tracking tools.

• Workforce Development

  • Ensure teams remain up to date on products, services, compliance, and industry innovations through tech-enabled learning systems (LMS).

  • Design and implement digital training initiatives to enhance staff skills and adaptability to evolving tools and technologies.

  • Partner with HR to develop data-driven workforce development and career growth programs that promote long-term employee engagement.

• Cross-Functional Liaison

  • Translate complex operational and technology processes into clear, actionable communication for staff and leadership.

  • Collaborate with IT, Product, and Data teams to integrate call center technologies, improve reporting accuracy, and streamline system workflows.

  • Act as a strategic liaison between operations, product, and technology to identify and deploy tools that enhance efficiency and performance visibility.

  • Stay current on emerging technologies, AI solutions, and industry best practices to maintain a competitive edge and a continuous improvement culture.

What We're Looking For...

• Bachelor’s degree preferred.

• 5–7 years of experience in call center management, sales operations, or similar leadership roles.

• Strong understanding of call center technologies (e.g., CRM, WFM, QA, and analytics platforms) and data visualization tools (e.g., Power BI, Tableau).

• Proven success leading teams through digital transformation, process automation, and performance optimization.

• Demonstrated ability to hire, train, and coach top-performing teams while fostering accountability and engagement.

• Exceptional organizational skills with a proven ability to manage multiple cross-functional initiatives simultaneously.

• Analytical, data-driven problem-solver with a big-picture mindset and a passion for leveraging technology to drive business results.

• Strong communication and collaboration skills with the ability to influence and execute across departments.

Life at Centerfield...

• Competitive salary + variable commission

• Unlimited PTO – take a break when you need it!

• Industry-leading medical, dental, and vision plans + generous parental leave

• 401(k) company match plan – fully vested on day 1

• Award-winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA)

• Career growth – we enjoy promoting from within!

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To learn more, visit us Here.

Interviews will take place after resumes have been screened for minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.

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Centerfield Media is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.