Call Center Director (Hospitality)
Ledgent Technology —Newport Beach, CA
- $175,000 - $225,000 a year
- Full-time
- 7 years
- Bachelor's degree
- Travel
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4d
Concierge
MBK Senior Living —Orange, CA
- $18.50 - $19.50 an hour
- Full-time
- 18 years or older
- Current TB test
- English
- Health insurance
- Dental insurance
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2d
Concierge
Sunrise Senior Living —Orange, CA
- $17.00 - $21.25 an hour
- Part-time
- Computer literacy
- High school diploma or GED
- Data entry
- Paid holidays
- Health insurance
Concierge
Cogir of Brea —Brea, CA
- Part-time
- Microsoft Outlook
- High school diploma or GED
- Data entry
- Paid holidays
- Health insurance
Quick Apply
14d
Concierge
Marriott International, Inc —Los Angeles, CA
- $27.96 - $34.95 an hour
- Full-time
- Hotel
- High school diploma or GED
- Fair chance
PBX Agent
The Anaheim Hotel —Anaheim, CA
- $21.25 an hour
- Weekends as needed
- Microsoft Excel
- Microsoft Outlook
- Computer literacy
- Dental insurance
- 401(k)
Quick Apply
Concierge
Pacifica Senior Living South Coast —Costa Mesa, CA
- $19.00 - $21.50 an hour
- Part-time
- 18 years or older
- CPR Certification
- Word processing
- Paid holidays
- Health insurance
Quick Apply
Guest Services Manager
The Westin Anaheim Resort —Anaheim, CA
- $79,000 - $85,000 a year
- Weekends as needed
- Ability to walk for extended periods
- 5 years
- English
- Dental insurance
- Paid time off
Quick Apply
5d
Concierge
Carmel Village —Fountain Valley, CA
- $18.00 - $19.50 an hour
- Extended hours
- Word processing
- Pass drug screening
- High school diploma or GED
Quick Apply
Receptionist
Epic Healthcare —Westminster, CA
- $17 - $22 an hour
- Full-time
- High school diploma or GED
- Fair chance
- Ability to stand for extended periods
- Paid time off
- Flexible schedule
Quick Apply
4d
Front Desk Agent
FAIRMONT —Long Beach, CA
- $29 an hour
- Overtime
- 1 year
- Entry level
Quick Apply
5d
Concierge
Oakmont Senior Living —Huntington Beach, CA
- $19 - $20 an hour
- Full-time
- 18 years or older
- Criminal background check
- Pre-employment physical examination
- Store discount
- COVID-19 protective measures
Quick Apply
Membership Concierge II
Life Time —Irvine, CA
- $18.75 - $22.25 an hour
- Part-time
- High school diploma or GED
- Bachelor's degree
- 1 year
- Disability insurance
- Health insurance
4d
Patient Experience Concierge
NakedMD —Costa Mesa, CA
- $20 - $25 a year
- Full-time
- HIPAA
- Mid-level
- High school diploma or GED
- Dental insurance
- Vision insurance
Quick Apply
Concierge - Part Time
Oakmont Senior Living —Brea, CA
- $16.90 - $17.50 an hour
- Part-time
- 18 years or older
- Criminal background check
- Pre-employment physical examination
- Store discount
- COVID-19 protective measures
Quick Apply
Concierge
Savant Senior Living Management, LLC —Norwalk, CA
- $18.00 - $20.50 an hour
- Part-time
- 18 years or older
- CPR Certification
- Word processing
- Paid holidays
- Health insurance
Quick Apply
Client Concierge - (Intake)
Sweet James LLP —Newport Beach, CA
- $23 - $28 an hour
- Spanish
- Ability to sit for extended periods
- Communication skills
- Paid holidays
- Health insurance
Quick Apply
Lifestyle Assistant
Jacques Marie Mage, Inc —Los Angeles, CA
- $120,000 - $140,000 a year
- Full-time
- 6 years
- Driver's License
- Senior level
- Commuter assistance
- Disability insurance
Quick Apply
Front Desk Agent
Four Points by Sheraton —Anaheim, CA
- From $18 an hour
- Full-time
- Hotel
- US work authorization
- 1 year
- Wellness program
- Health insurance
Quick Apply
4d
Concierge - Part Time
Clearwater Newport Beach —Newport Beach, CA
- $19 - $20 an hour
- Part-time
- CPR Certification
- BLS Certification
- High school diploma or GED
- 401(k)
Quick Apply
2d

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Call Center Director (Hospitality)

Ledgent Technology -
Newport Beach, CA

Quick Apply

Job Details

Full-time
$175,000 - $225,000 a year
4 days ago

Qualifications

Stakeholder engagement
Data analysis reporting
Team supervision
Managing teams in a customer support role
Resource planning methods
Staff scheduling
Business intelligence report generation
Team scheduling
Frontline customer support management
Change management
Team development
Forecasting
Leading team collaboration initiatives
Capacity planning
Process improvement planning
Customer satisfaction improvement
Call center management
Staffing management
Stakeholder relationship building
Data analytics technologies
Stakeholder management
Strategic workforce planning

Full Job Description

Call Center Director

Location: Newport Beach, CA or Palm Springs, CA (Onsite)
Compensation: $175,000 - $225,000 + Benefits

About the Opportunity

We are partnering with a leading luxury service organization seeking an experienced Call Center Director to lead and transform its customer contact center operations. This highly visible leadership role will oversee critical customer-facing teams and be responsible for driving operational excellence, improving service performance, increasing reservation conversion rates, and modernizing the technology and processes that support a world-class customer experience.

This position offers the opportunity to make an immediate impact by stabilizing a key business unit while helping shape the future operating model, workforce strategy, and technology roadmap for a growing nationwide organization.

Position Overview

The Call Center Director will initially focus on leading and stabilizing a high-volume customer service operation and will subsequently expand oversight across multiple call center teams. The successful candidate will bring a strong combination of operational leadership, workforce management expertise, performance analytics, customer experience excellence, and contact center technology knowledge.

This individual will be responsible for establishing consistent operational standards, improving team performance, enhancing customer satisfaction, and creating scalable processes that support future growth.

Key Responsibilities

Leadership & Team Development

Lead day-to-day operations of multiple customer contact center teams.
Stabilize staffing, improve engagement, and drive workforce retention.
Develop managers, team leads, and front-line representatives through coaching and performance management.
Foster a culture of accountability, collaboration, and exceptional customer service.
Build a strong leadership pipeline and succession strategy.

Workforce Management & Operations

Own workforce planning, forecasting, scheduling, capacity planning, and service-level attainment.
Monitor and improve critical contact center KPIs, including service levels, occupancy, quality, schedule adherence, and productivity.
Optimize staffing models and operational workflows to maximize efficiency while maintaining service excellence.
Ensure quality assurance and coaching programs are consistently executed across teams.

Customer Experience & Revenue Performance

Drive measurable improvements in customer satisfaction and inbound conversion performance.
Implement coaching and performance management initiatives that improve results and service quality.
Develop processes that support both operational efficiency and a premium customer experience.

Process Improvement & Standardization

Create and implement standardized operating procedures across multiple contact center functions.
Establish scalable onboarding, training, and knowledge management programs.
Develop and maintain centralized knowledge resources to improve employee effectiveness and consistency.
Evaluate and enhance performance incentive programs that support retention and productivity.

Technology & Innovation

Lead the contact center technology strategy and roadmap.
Evaluate and implement modern contact center solutions, including AI-enabled tools, workforce management platforms, telephony systems, and performance management technologies.
Partner with IT and business stakeholders to improve systems integration and streamline workflows.
Champion technology adoption and process automation initiatives.

Required Qualifications

Bachelor's degree or equivalent professional experience.
7+ years of contact center or call center leadership experience.
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 to drive 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.

Preferred Qualifications

Experience within 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.

Why This Role?

Opportunity to lead a high-impact operational transformation.
Significant visibility with executive leadership.
Ability to influence operations, technology, workforce strategy, customer experience, and organizational growth.
Join a collaborative leadership team focused on innovation, service excellence, and continuous improvement.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.

Quick Apply

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