Director of call center

Call Center Director

Location: Santo Domingo, Dominican Republic
Company: Velaz Group LLC
Department: Call Center Operations

About the Position

Velaz Group LLC is seeking an experienced Call Center Director to lead and scale our outbound sales and appointment-setting operation. This leadership role is responsible for overseeing daily call center performance, driving sales results, developing high-performing teams, and ensuring operational excellence.

The ideal candidate is a proven leader with experience managing outbound sales teams, implementing performance strategies, and building a results-driven culture.

Key Responsibilities

• Lead the daily operations of the Call Center.
• Manage supervisors, team leaders, QA, trainers, and agents.
• Monitor and improve KPIs, including appointments set, conversion rates, attendance, productivity, quality, and sales performance.
• Develop and implement strategies to increase revenue and operational efficiency.
• Recruit, train, coach, and develop high-performing leaders and agents.
• Conduct daily, weekly, and monthly performance meetings.
• Analyze reports and identify opportunities for continuous improvement.
• Collaborate with Sales, Recruiting, HR, and Operations to achieve company goals.
• Ensure all teams follow company policies, SOPs, and quality standards.
• Resolve escalated operational and employee issues.
• Create a positive, accountable, and performance-driven work environment.

Qualifications

Required

• Minimum 3years of experience managing a Call Center or Business Development Center (BDC).
• Minimum 3 years in a leadership role (Director, Operations Manager, Senior Manager, or similar).
• Proven experience managing outbound sales and appointment-setting teams.
• Strong leadership, coaching, and team development skills.
• Experience analyzing KPIs and implementing performance improvement plans.
• Excellent communication, organizational, and decision-making skills.
• Advanced knowledge of Microsoft Office and CRM systems.
• Ability to work in a fast-paced, results-oriented environment.

Compensation & Benefits

• Full-time position
• Paid vacations and legal benefits according to Dominican labor law
• Career growth opportunities
• Professional and collaborative work environment

Why Join Velaz Group?

At Velaz Group, you'll have the opportunity to lead a growing Call Center operation and make a direct impact on the company's success. We are looking for a leader who is passionate about developing people, driving results, and building a high-performance culture.

If you're ready to take the next step in your leadership career, we encourage you to apply today!

Requirements

We are looking for a motivated leader who is passionate about building high-performing teams and driving operational excellence.