Executive Director, Contact Center

Job Summary

Leading the strategic direction and operational management of the contact center, the full-time Executive Director, Contact Center will develop and implement a structured, metric-driven operating model to enhance service excellence and customer experience in a remote environment.

Key responsibilities:

• Drive the overall strategy and continuous improvement of the contact center function, aligning with business goals and customer expectations
• Establish performance expectations and accountability practices for managers and teams, ensuring effective day-to-day operations
• Manage staffing models, budget recommendations, and resource allocation strategies to optimize service levels and operational efficiency

Required qualifications:

• Bachelor's Degree and 12+ years of related experience or High School Diploma/GED with 14+ years of related experience
• Experience in a high-volume, multi-channel contact center environment
• Strong business judgment with the ability to use data for operational diagnosis and solution recommendations
• Proven analytical skills to interpret data and translate findings into actionable business plans
• Experience collaborating with executive leadership on operational initiatives