Director of Call Center Operations in Orem, Utah at Mira Home

About Mira Home - Pest Control:

At Mira Home, we are more than just a pest control company; we are a customer-focused team dedicated to peace of mind. Our mission is simple: we worry about the bugs so our customers don’t have to. We pride ourselves on a culture of independence, safety, and exceptional service. Whether you are a seasoned professional or looking for a new career path, we provide the training and tools necessary to help you succeed. Taking care of people is at the heart of everything we do, and that starts with our team.vMira Home exists to create peace of mind for your home, while nurturing a team where people grow, flourish, and become more than they thought possible.

We are looking for an operationally-minded leader to run the engine behind our Customer Care Center (CCC). As the Director of Call Center Operations, you will own the systems, people-readiness, and quality functions that allow our phone teams to deliver a white glove, caring experience at scale. You will partner as a peer to our Director of Call Center Performance — while they focus on the production floor (Care, Loyalty, and Inside Sales), you will own everything that enables that floor to win: workforce management, hiring pipeline, training, quality assurance, digital care, and online brand.

Your leadership will create the structure, clarity, and consistency that let every Specialist show up ready, every customer feel supported, and every team member grow into their full potential as part of the Mira Family.

Pay & Benefits

Base Pay:

$110,000–$125,000 Salary (based on experience and final level)

Performance bonus on top of Salary

Additional Benefits:

Health Savings Account (HSA)Health, Dental, and Vision Insurance401KPaid Time OffHQ Building PerksBonuses on top of SalaryHow You Win in This RoleCommunicationSet clear expectations for performance, standards, and how the operations functions support the floorCommunicate the “why” behind processes, staffing decisions, and quality initiativesCreate clarity that enables both your team and the Performance team to execute with confidenceAddress challenges directly and constructivelyDevelopmentLead weekly 1 on 1s with your direct functions (Outreach, Talent, Training, WFM/Systems, Quality)Build trust, celebrate success, and coach behaviors — not just resultsIdentify and develop future leaders across the support functionsBuild a bench of trained, ready talent so the floor is never short-staffedAlignmentAlign every operations function with Mira’s mission, values, and customer experience standardsPartner cross-functionally — especially with the Director of Call Center Performance — to deliver a seamless customer experienceEnsure consistency in how we hire, train, staff, and measure quality across all teamsInnovationIdentify and implement improvements in workforce management, hiring, onboarding, systems utilization, and qualityFully leverage our call center technology to make the CCC more efficient and effectiveEncourage new ideas and challenge assumptions to build a better, more scalable Care CenterLeading PeopleBring energy, positivity, and presence every dayBuild belief, accountability, and a culture of growthTake care of your people so they can take care of our customersYour Role in Action

The Director of Call Center Operations serves as both a leader and an operational architect, owning the functions that keep the CCC staffed, trained, measured, and running well.

Workforce Management & SystemsOwn forecasting, scheduling, and staffing to meet service levels across all phone teamsDirect the Call Center Software SME to fully utilize our platforms (e.g., NICE CXone, FieldRoutes/PestRoutes, Cognigy)Monitor real-time performance and intraday adjustments to protect Service Level (SLA) and occupancyBuild the reporting and dashboards leadership relies on to run the businessTalent, Hiring & OnboardingOwn the recruiting-to-ready pipeline: screening, verification, interview scheduling, and new-hire trainingEnsure a steady flow of qualified, coachable candidates to keep every team fully staffedPartner with the Talent Screener and New Hire Trainer to make onboarding fast, consistent, and phone-readyTrack time-to-productivity and early-tenure retentionQuality ManagementOwn the centralized Quality Management program and the three Quality Management SpecialistsEnsure consistent, fair evaluation standards across Care, Loyalty, and Inside SalesPartner with the Performance team’s Leads to translate quality trends into coachable behaviorsProtect and elevate CSAT and the “white glove” standard on every interactionDigital Care & Online BrandOversee the Outreach team delivering Customer Care through chat and emailManage our online brand and reputation (BBB, Google Reviews, Yelp, Facebook, and more)Ensure our digital presence reflects the same caring, intentional experience as our phonesOperational Execution & AccountabilityOwn daily operations across your functions and keep them tightly integrated with the production floorParticipate in weekly and monthly business reviews; report on trends, risks, and winsProactively communicate gaps and opportunities to the VP of Business DevelopmentTake ownership of results across staffing, quality, hiring, and systemsCross-Functional PartnershipOperate as a true peer to the Director of Call Center Performance — shared goals, clear lanesPartner with Sales, Field Operations, and Retention to ensure feedback loops and alignmentDrive one consistent customer experience across every channel and teamWhat You Bring to the Table5+ years of call center / customer service experience, with 2+ years leading teams or functionsExperience owning one or more of: workforce management, quality/QA, training, hiring, or systems administrationStrong operational and analytical skills — comfortable with forecasting, staffing math, and reportingProven ability to build process and structure in a fast-growing environmentExcellent communication, coaching, and cross-functional collaboration skillsFamiliarity with platforms such as NICE CXone and FieldRoutes/PestRoutes preferredProficiency in Microsoft Office and Google SheetsAlignment with Mira ValuesUnited — Builds strong, collaborative teams and partners as a peerCaring — Leads with empathy and genuine care for people and customersIntentional — Acts with purpose, structure, and clarityTransformative — Develops people and builds systems that scaleWork Location

In person