Director of Contact Center Operations

Job Summary

A company is looking for a Director of Contact Center Operations.

Key Responsibilities

• Oversee daily operations of the contact center, monitoring KPIs and implementing strategies for improvement
• Design and implement leadership development programs while mentoring managers to enhance their skills
• Develop and execute the strategic vision for the contact center, focusing on innovation and customer experience

Required Qualifications

• Strong background in managing contact center operations and optimizing processes
• Demonstrated ability to lead, mentor, and develop management teams
• Expertise in setting performance standards and managing performance improvements
• Proven experience in strategic planning aligned with organizational goals
• Skilled in leading change initiatives and guiding teams through transitions