Accretive Enrollment Services has an exciting career opportunity for a Call Center Operations Director.

The Call Center Operations Director is responsible for the strategic planning, development, and execution of all call center operations to ensure exceptional customer service and business efficiency. This leadership role oversees day-to-day operations, manages departmental budgets, leads a team of call center managers/supervisors, and ensures alignment with organizational goals and key performance indicators (KPIs). The ideal candidate is a data-driven, customer-focused leader with deep

experience in contact center strategy, workforce optimization, and cross-functional collaboration. For more information about us, please visit https://pecinsuresource.com/.

• Develop and execute strategic plans to improve call center performance, client satisfaction, and operational efficiency.
• Provide direction, coaching, and mentorship to call center managers, supervisors, and team leads.
• Align call center goals with broader company objectives and contribute to overall business strategy.
• Oversee daily operations across inbound, outbound, and/or blended contact center teams.
• Ensure compliance with company policies, customer service standards, and industry regulations.
• Manage vendor relationships, technology platforms (e.g., telephony, CRM), and process improvements.
• Establish and monitor KPIs including average handle time (AHT), service level, customer satisfaction (CSAT), first call resolution (FCR), and employee engagement.
• Analyze call trends, service metrics, and workforce productivity to identify performance gaps and drive continuous improvement.
• Develop and manage departmental budgets, staffing plans, and resource allocation to meet service goals within cost constraints.
• Collaborate with HR and Workforce Management (WFM) teams on hiring, scheduling, and capacity planning.
• Implement quality assurance programs to ensure high levels of customer service and compliance.
• Partner with Learning & Development to create onboarding, coaching, and upskilling programs for staff.
• Work closely with IT, Sales, Marketing, Product, and Client Services teams to align service delivery with client and business needs.
• Serve as the voice of the customer, providing feedback to improve processes, systems, and offerings.
• Other duties as assigned.

To help you make the best decision for your personal growth, it’s important to us to share a glimpse of what we offer our top asset, our people:   

• Competitive base salary.   
• Generous 30+ Days Comprehensive Paid Time Off Package inclusive of Paid Time Off, 10 Company Holidays, 2 Floating Holidays, 5 Sick Days, and 2 Volunteer Days.
• Health benefit options with you in mind; 5 affordable medical plan options with rates based on your salary, company paid HSA contribution with eligible HSA plan selection, 2 dental plan options offering orthodontia coverage and 3 cleanings per year, and 2 vision plan options.    
• Company match 401(k) plan – 50% up to 6%!   
• Support of your fitness wellness goals! We offer up to 75% off at over 11,000 gyms and fitness centers.    
• Opportunity to prioritize your mental health with 24/7 access to licensed therapists.   
• Pet benefits & discounts.    
• Access to our Employee-led Resource Groups (ERGs) that lend a voice to the variety of demographics represented throughout our company.

• Bachelor’s degree in business administration, Operations Management, Communications, or related field (MBA or relevant advanced degree preferred but not required).
• Minimum 7–10 years of progressive leadership experience in a high-volume call center environment.
• Proven track record of managing large, multi-channel contact center operations (voice, email, chat, etc.).
• Strong understanding of contact center metrics, technologies (e.g., ACD, IVR, CRM), and workforce management systems.
• Exceptional leadership, communication, and interpersonal skills.
• Ability to analyze data, make decisions based on insights, and lead through change.
• Experience managing remote or distributed teams is a plus.
• Highly motivated self-starter with ability to work independently to accomplish established agency goals.
• Strong organizational and time management skills, with an extreme attention to detail.
• Critical thinking skills with ability to use logic and reasoning to identify deficiencies or other concerns.
• Exceptional communication skills, both in the verbal and written word, necessary to communicate with clients, brokers, carriers and prospects concerning employee benefit lines of coverage.
• Ability to adhere to and meet deadlines.

Accretive is a collection of elite specialty and wholesale agencies supported by experienced industry leaders. Our expertise is broad, and our innovative culture runs deep. We value relationships above all else and consistently deliver best in class customized solutions and service you can trust.

Accretive is passionate about fueling our clients’ innovation and growth. That makes us the perfect place for creative, dynamic people who want to grow their career while helping businesses, families and people thrive.  We are proud to be one of the largest brokers in the country, but we’re even prouder of the honest, caring relationships that our employees build with our clients every day.

Working with us will give you the opportunity to do work that matters while you learn with us, advance with us, and most importantly, grow with us. Accretive is committed to embracing diversity, equity and inclusion to create a workplace that welcomes and thrives on the unique experiences, perspectives and contributions of all team members. Accretive is bringing the best people and most diverse talent forward to drive growth, innovate and think bigger!