Careington Career:
Director of Call Center


Reporting to the AVP of Call Centers, the Director of Call Centers will be responsible for driving the overall execution of our fast-growing, Frisco TX Contact Center Operation. The person will lead Customer Care and Support functions across all contact channels (phone, email, chat, etc.) to deliver high levels of customer satisfaction, and service level achievement in a complex and dynamic environment. This leader will have both deep contact center experience and strong hands-on general management skills with the ability to drive transformation in a high-growth environment.

Principal Duties and Responsibilities

  • Develop future vision and implementation strategy to exceed customer experience targets and sales generation goals
  • Drive the overall performance of the customer service organization: service levels, revenue generation, customer satisfaction, cost reduction.
  • Effectively lead and manage staff, overseeing all call center operations including functions of inbound sales, customer care, quality assurance & training.
  • Enhance a winning culture, with enthusiastic leadership and the ability to communicate and connect with all levels of personnel.
  • Build highly effectively sales channel supporting both inbound, outbound and key specialized category teams.
  • Provide a voice of the customer feedback loop to the business.


  • 4-year college degree or equivalent, relevant experience required.
  • 5+ years of experience in managing operations (200+ agents), ideally in a high-growth environment.
  • 2+ years of BPO experience.
  • Experience working with physicians and other providers in a healthcare environment.
  • Ability to set strategy / follow through on tactical implementation and execution of initiatives.
  • Hands on and enthusiastic leadership style with excellent interpersonal skills - can connect with staff at all levels and effectively manage change.
  • Experience managing teams with demonstrated track record of results.
  • Proven experience leveraging technology to optimize customer operations and sales.
  • Track record of driving cost reductions without negatively impacting performance or customer satisfaction.
  • Deep knowledge and experience managing workforce planning, recruiting, training, quality assurance and customer service.
  • Knowledgeable utilizing and implementing technology (i.e. CRM applications) to drive process improvement.
  • Ability to think and perform both tactically and strategically.
  • Analytical and data driven.
  • Thrives in a fast-paced environment.

Ready to apply?

If you are interested in this position, click the button below to send us your resume with the job title as the subject line.


Company information

Careington International Corporation
Attention: HR Department
7400 Gaylord Parkway
Frisco, Texas 75034
Email: [email protected]

Please note:

For immediate consideration, please email your resume along with your salary requirements.

No phone calls and no agencies please. Careington is an equal opportunity employer.

THIS PLAN IS NOT INSURANCE and is not intended to replace health insurance.
This plan does not meet the minimum creditable coverage requirements under M.G.L. c.111M and 956 CMR 5.00. This plan is not a Qualified Health Plan under the Affordable Care Act. This is not a Medicare prescription drug plan. The range of discounts will vary depending on the type of provider and service. The plan does not pay providers directly. Plan members must pay for all services but will receive a discount from participating providers. The list of participating providers is at A written list of participating providers is available upon request. You may cancel within the first 30 days after effective date or receipt of membership materials (whichever is later) and receive a full refund, less a nominal processing fee (nominal fee for MD residents is $5, AR and TN residents will be refunded processing fee). Discount Plan Organization and administrator: Careington International Corporation, 7400 Gaylord Parkway, Frisco, TX 75034; phone 800-441-0380.

This plan is not available in Vermont or Washington.

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