Director of Contact Center Operations
Job Summary
Leading a fully remote team, the full-time salaried Director of Contact Center Operations will manage the execution of Contact Center programs, oversee vendor performance, and ensure customer service excellence while maintaining a highly engaged workforce.
Key responsibilities
- Ensure consistent and differentiated service solutions that positively impact revenue and protect the brand
- Analyze business results to provide insights and recommendations for improving operational efficiency
- Oversee employee growth and development initiatives to foster a proactive and engaging work environment
Required qualifications
- Bachelor's degree in Business or a related field, or equivalent experience
- 11 years of experience in Contact Center operations
- 3 years of experience managing direct and indirect reports within large teams
- Experience building relationships across multiple programs and with senior leadership (VP and above)
- Accountability for various support functions, including facilities and community relations
Complete Job Description
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