Director – Call Center Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise the management of inbound and outbound call operations, ensuring adequate staffing and service delivery.

• Provide direct operational support as needed when call volume or staffing levels demand intervention.

• Develop and execute a scalable call-handling operational model that spans state programs.

• Collaborate with local leadership during operational transitions.

• Create and establish standardized operating procedures, scripts, escalation paths, and best practices.

• Promote continuous improvement through root-cause analysis techniques.

• Configure and enhance interactive voice response (IVR) systems, call flows, routing strategies, skill sets, callbacks, and self-service options.

• Work alongside operations teams, IT departments, and vendors to optimize technology solutions.

• Lead initiatives in forecasting, staffing models, scheduling, and real-time workforce management.

• Define and track key performance indicators (KPIs) related to service, quality, efficiency, and customer experience.

• Ensure teams adhere to clearly defined performance standards.

• Identify and implement AI, automation, and self-service tools to enhance operations.

• Recruit, mentor, and develop managers, supervisors, and frontline personnel.

• Foster a culture centered on accountability, empathy, and ongoing improvement.

⛳️ Requirements

• Minimum of 8 years of experience in contact center operations.

• At least 5 years of experience leading multi-site or remote teams in a high-volume setting.

• Extensive knowledge of call center operations, which includes IVR, call flow, skills and routing configuration, workforce management, staffing optimization, and performance metrics and KPIs.

• Significant hands-on experience with enterprise telephony systems and cloud-based contact center platforms.

• Proven ability to standardize processes and enhance performance across various teams or locations.

• Strong analytical and financial acumen, encompassing KPI reporting, staffing models, business cases, and ROI assessments.

• Exceptional communication and cross-functional collaboration abilities.

• Bachelor’s degree or equivalent professional experience.

• Preferred: Experience with Genesys Cloud or other leading systems.

• Preferred: Background in implementing contact center AI technologies, including virtual agents, agent assistance, and call summarization.

🏝️ Benefits

• Reasonable accommodations are available for applicants with disabilities.

• Remote work options are available.