Director, Call Center Operations

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

📋 Description

• Manage the handling of inbound and outbound calls, ensuring adequate staffing and service delivery.

• Provide direct operational assistance during times of high volume or staffing challenges.

• Develop and execute a scalable, organization-wide call-handling model across various state programs.

• Collaborate with local leaders during transitional phases.

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

• Promote continuous improvement through root-cause analysis.

• Configure and enhance IVR, call flows, routing, skills, callbacks, and self-service options.

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

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

• Define and communicate key performance indicators related to service, quality, efficiency, and customer experience.

• Hold teams accountable for meeting established performance standards.

• Identify and adopt AI, automation, and self-service technologies.

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

• Foster a culture of accountability, empathy, and ongoing improvement.

⛳️ Requirements

• Over 8 years of experience in contact center operations.

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

• Extensive knowledge of call center operations, including IVR, call flow, skills and routing configuration; workforce management and staffing optimization; and both inbound and outbound call handling.

• Strong practical experience with enterprise telephony and cloud contact center systems.

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

• Excellent analytical and financial skills, including KPI reporting, staffing models, business cases, and ROI analysis.

• Outstanding communication and cross-functional collaboration abilities.

• Bachelor’s degree or equivalent professional experience.

• Experience with Genesys Cloud or other leading systems is preferred.

• Familiarity with implementing contact center AI, such as virtual agents, agent assist, and call summarization, is preferred.

🏝️ Benefits

• Flexible remote work options.

• Reasonable accommodations available for applicants with disabilities.