Director of Contact Center Operations
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Job Summary
To lead a remote team in optimizing contact center operations, the full-time salaried Director of Contact Center Operations will oversee call handling, service delivery, and process standardization while implementing technology solutions to enhance efficiency and customer experience.
Key responsibilities
- Oversee inbound and outbound call handling, ensuring staffing coverage and service delivery across frontline teams
- Design and implement a scalable enterprise-wide approach to call handling while assessing current structures for efficiency improvements
- Establish standard operating procedures and drive continuous improvement through analysis of call drivers and workflow breakdowns
Required qualifications
- 8+ years of contact center operations experience, including 5+ years leading multi-site or remote teams in a high-volume environment
- Deep expertise in IVR, call flow, skills and routing configuration, and workforce management
- Strong hands-on experience with enterprise telephony and cloud contact center platforms
- A proven track record of standardizing processes and improving performance across multiple teams or locations
- Bachelor's degree or equivalent experience
Complete Job Description
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