Call Center Operations Director
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Job Summary
Overseeing high-quality operations, the full-time remote Call Center Operations Director will manage inbound and outbound call handling, lead the design of scalable operating models, and standardize procedures to drive continuous improvement across teams.
Key responsibilities
- Oversee inbound and outbound call handling, staffing coverage, and service delivery, stepping in as needed during high volume periods
- Design and implement a scalable, enterprise-wide approach to call handling in collaboration with local leaders
- Establish and standardize operating procedures, scripts, and best practices while driving continuous improvement through analysis
Required qualifications
- 8+ years of contact center operations experience, including 5+ years in leadership roles with multi-site or remote teams
- Deep expertise in IVR, call flow, workforce management, and performance metrics
- Strong hands-on experience with enterprise telephony and cloud contact center platforms
- Proven track record of standardizing processes and improving performance across multiple teams
- Bachelor's degree or equivalent experience
Complete Job Description
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