Senior Director of Call Center Operations
Job Summary
Leading the strategic direction of Call Center operations, the full-time Senior Director of Call Center Operations will oversee enterprise client relationships, drive operational performance, and implement continuous improvement initiatives in a hybrid work environment based in Holland, OH.
Key responsibilities
- Provide strategic leadership and develop Call Center strategies aligned with company growth and customer experience objectives
- Serve as the executive relationship owner for enterprise client accounts, ensuring service level agreements are met
- Champion exceptional customer experiences by developing strategies to improve service quality and operational efficiency
Required qualifications
- Bachelor's degree in Business, Management, Communications, Information Technology, or a related field required; MBA or advanced degree preferred
- 10+ years of experience in call center or customer support operations, with 5+ years in senior leadership roles
- Proven experience managing enterprise client relationships within a service delivery organization
- Demonstrated success in leading high-volume Call Center operations and implementing automation or AI-enabled support tools
- Experience in managed services, telecommunications, technology, or SaaS environments strongly preferred
Complete Job Description
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