Senior Director of Call Center Operations

Holden Richardson is a retained executive search firm.

We are working on behalf of our client, a leader in aftermarket remanufacturing, to assist them in recruiting a Senior Director of Call Center Operations. Below are additional details about the role accompanied by a copy of the job description.

COMPANY:

A major distributor and remanufacturer of Class 8 vehicle aftermarket components with 40+ locations in the U.S. and Mexico.

LOCATION: Houston Metro [near IAH]

The position is based in the company’s HQ.

POSITION: Senior Director, Call Center Operations

This role reports to the COO. This is a key leadership role overseeing all inbound and outbound customer comms. This includes design/execution of call center operations and structure, IT infrastructure, and staffing requirements. Facilitating customer inquiries and operational execution are essential to customer satisfaction.

Potential for title flexibility for the right skillset.

WHAT WE NEED:

• BS/BA in ops, business, or logistics/supply chain; or related work record
• Strong background in Call Center operations with technical support
• Knowledge of parts distribution for complex systems with large SKU base
• Auto, commercial vehicle, or off-highway experience is preferred
• Experience moving from a decentralized to a centralized call center
• Experience managing virtual employees
• Experience with implementing technology tools in a call center including AI.

NEXT STEPS:

• We welcome your interest. If not a good time, we welcome your referrals.
• If interested, please return a resume on this thread.