Are you an experienced contact center leader looking for an opportunity to drive operational excellence and enhance customer experiences? Do you excel at optimizing performance, leading high-performing teams, and shaping the future of client interactions? If so, this Director of Call Center Operations role may be the perfect fit for you.

Our client, a leader in professional services, is seeking a dynamic and strategic Director of Call Center Operations to manage and improve call center performance. The ideal candidate has 8+ years of contact center experience, preferably in a professional services environment (legal services strongly preferred), and a proven track record in workforce management, quality assurance, and process optimization.

BENEFITS

• Competitive Compensation Structure

• Excellent Benefits (Medical, Dental, Vision, Life Insurance)

• Retirement Plan with Company Match

• Generous PTO and Professional Development Opportunities

• Fully Remote Role (Eastern or Central time zones preferred)

KEY RESPONSIBILITIES

• Develop and execute call center strategies that align with company objectives and client needs.

• Manage all aspects of call center operations, including workforce planning, KPI tracking, and service level adherence.

• Lead, mentor, and develop high-performing teams, fostering a culture of accountability and excellence.

• Monitor and analyze key performance metrics to drive continuous improvement.

• Ensure adherence to industry regulations, internal policies, and quality assurance standards.

• Optimize processes to enhance productivity and customer satisfaction.

QUALIFICATIONS & SKILLS

• 8+ years of experience leading operations in a contact center environment, with at least 3 years in a mid-senior leadership role.

• 3+ years of experience overseeing quality assurance, workforce management, performance analytics, and process optimization.

• Proven track record of driving operational efficiencies and implementing contact center best practices.

• Strong leadership, coaching, and team development skills.

• Experience with contact center technology and CRM solutions.

• Ability to manage budgets, optimize costs, and enhance productivity.

• Exceptional communication and problem-solving skills.

WHY JOIN THIS TEAM?

• Impactful Work: Play a pivotal role in shaping customer experience and operational strategy.

• Growth Opportunities: Be part of a dynamic and growing company with a strong leadership team.

• Innovative Culture: Work in a collaborative, fast-paced environment where your ideas matter.

Our client is an Equal Opportunity Employer and is committed to fostering an inclusive and diverse workplace. Many of our clients utilize E-Verify as part of their employment process.