Director of Call Center Operations

About the Company

Mira Home is a customer-focused pest control company dedicated to providing peace of mind. We pride ourselves on a culture of independence, safety, and exceptional service, nurturing a team where people can grow and flourish.

Responsibilities

• Own workforce management, including forecasting, scheduling, and staffing to meet service levels
• Direct call center software utilization and monitor real-time performance to protect SLAs
• Manage the recruiting-to-ready pipeline, including screening, interviewing, and onboarding
• Oversee the centralized Quality Management program and ensure consistent evaluation standards
• Manage digital care channels including chat, email, and online brand reputation
• Partner cross-functionally with Sales, Field Operations, and Retention teams
• Lead and develop direct functions including Outreach, Talent, Training, WFM, and Quality

Requirements

• 5+ years of call center or customer service experience
• 2+ years of experience leading teams or functions
• Experience in workforce management, quality/QA, training, hiring, or systems administration
• Strong operational and analytical skills with proficiency in forecasting and reporting
• Ability to build process and structure in fast-growing environments
• Proficiency in Microsoft Office and Google Sheets

Preferred Qualifications

• Familiarity with NICE CXone
• Experience with FieldRoutes or PestRoutes
• Experience with Cognigy