Director of Call Center Operations (Financial Services)

VentureTech Solutions is a full-service contact center firm that offers work class operational support, lead generation, financial analysis, training and recruitment. We specialize in the financial services space. 

We are seeking a call center Executive in the role of "Director of Call Center Operations". 

This position is IN OFFICE and the corporate office is located in Plantation, FL. 

• Provide strategic leadership for inbound and outbound call center operations focused on financial services, preferably in the debt relief space with familiarity of the enrollment process, client servicing, and retention.
• Oversee daily operations to ensure calls are handled efficiently, accurately, and in a manner that builds trust and empathy with financially distressed clients.
• Monitor key metrics including contact rates, close ratios, QA scores, and customer satisfaction (CSAT) to drive consistent performance improvement.
• Collaborate with Marketing and Sales departments to align messaging, optimize lead quality, and enhance customer experience from first contact to program completion.
• Establish quality assurance programs, monitor call recordings, and provide actionable feedback to maintain high ethical and performance standards.

• 7+ years of progressive leadership experience managing high-volume, multi-channel inbound and outbound call center operations, preferably in a regulated environment like financial services or debt relief.
• Proven track record in debt relief/financial services enrollment and client servicing, demonstrating an understanding of the end-to-end client journey, compliance, and retention strategies.
• Expert proficiency in performance analytics, including setting, monitoring, and achieving KPIs such as contact rates, QA scores, CSAT, close ratios, and occupancy/utilization rates.
• Demonstrated success in implementing and managing Quality Assurance (QA) programs and coaching processes that drive ethical compliance and consistent performance improvement across all agent levels.
• Strong collaborative skills with experience partnering directly with Marketing and Sales departments to optimize lead flow, conversion metrics, and ensure cohesive customer messaging.
• Bachelor's degree in Business Administration, Finance, or a related field; an advanced degree (MBA) or relevant professional certifications (e.g., Six Sigma) is a strong plus.