Director - Contact Center

Requirements

• Lead financial performance of the contact center, balancing cost efficiency with customer satisfaction.
• Ensure compliance with industry regulations and data privacy standards.
• Develop and implement KPI frameworks and real-time dashboards for workforce planning and performance optimization.
• Oversee customer care and contact center units to ensure high-quality service across all customer touchpoints.
• Foster a culture of continuous improvement in systems, processes, and user experience.
• Lead digital transformation initiatives, including the adoption of AI, automation, and advanced telephony/CRM platforms.
• Drive modernization of service delivery and scalability.
• Serve as the strategic voice of the Contact Center, influencing organizational strategy, product design, and customer engagement.
• Mentor and coach managerial staff to build a strong leadership bench and high-performance culture.
• Align departmental goals with broader organizational objectives to ensure consistency and accountability.
• Ensure efficient and professional handling of customer interactions in line with corporate standards.
• Set and monitor performance expectations and key service metrics.
• Drive continuous improvement in service quality, response times, and customer satisfaction.
• Optimize workforce management and implement technologies to enhance operational workflows and productivity.

Benefits

• Medical & Prescription Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Short and Long Term Disability
• Flexible Spending Accounts
• Life and Accidental Death & Disability
• Accident and Critical Illness Insurance
• Employee Assistance Program
• 401(k) Plan with Company Match
• Pet Insurance
• Paid Time Off
• Bonus eligible based on performance