Call Center Director (Hospitality)

Location: Onsite in Newport Beach, CA or Palm Springs, CA; travel as needed

Salary: $175,000–$225,000 plus benefits

Company

Luxury service organization operating a growing nationwide customer contact center operation.

What you will do

• Lead day-to-day operations across multiple customer contact center teams and stabilize a high-volume service operation.
• Own workforce planning, forecasting, scheduling, capacity planning, staffing models, and service-level attainment.
• Monitor and improve service levels, occupancy, quality, schedule adherence, productivity, customer satisfaction, and inbound conversion.
• Develop managers, team leads, and frontline representatives through coaching, performance management, and succession planning.
• Create standardized operating procedures, onboarding, training, knowledge management, quality assurance, and incentive programs.
• Lead the contact center technology roadmap, including AI-enabled tools, workforce management, telephony, analytics, systems integration, and process automation.

Requirements

• Bachelor’s degree or equivalent professional experience.
• 7+ years of contact center or call center leadership experience, including 3+ years managing managers and/or multiple customer service teams.
• Demonstrated success improving operational performance, workforce productivity, and customer experience metrics.
• Strong expertise in workforce management, labor forecasting, scheduling, and capacity planning.
• Experience using data, reporting, and analytics for operational decision-making.
• Proven ability to lead change, improve processes, and build high-performing teams.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to work onsite in Newport Beach, CA or Palm Springs, CA and travel as needed.

Nice to have

• Experience in hospitality, travel, luxury service, concierge, private aviation, premium automotive services, or other high-touch customer environments.
• Experience leading multi-site contact center operations.
• Experience implementing contact center technologies, CRM platforms, workforce management solutions, or AI-powered tools.
• Experience building employee training programs and knowledge management systems.
• Experience with Power BI, modern reporting tools, and contact center analytics.

Culture & Benefits

• Opportunity to lead a high-impact operational transformation with significant executive visibility.
• Influence operations, technology, workforce strategy, customer experience, and organizational growth.
• Collaborative leadership environment focused on innovation, service excellence, and continuous improvement.
• Full-time direct-hire position with benefits.