Director of Contact Center

Director of Contact Center

The Director of Contact Center provides strategic leadership and oversight for all centralized customer interactions, driving operational excellence and delivering exceptional customer experiences. This individual will lead the development and execution of long-term strategies that align people, processes, and technology with organizational goals, while fostering a high-performance culture grounded in accountability, growth, and customer satisfaction.

Key Responsibilities:

Strategic Direction

• Define and execute the long-term vision and roadmap for the Contact Center.
• Align Contact Center strategy with broader organizational objectives and customer experience goals.
• Lead digital transformation and continuous improvement initiatives to enhance scalability and efficiency.

Executive Reporting & Insights

• Deliver high-level performance reporting and actionable insights to executive leadership.
• Analyze customer data and key metrics to inform strategy, improve service delivery, and drive businessoutcomes
• Establish and monitor KPIs, SLAs, and operational benchmarks across all contact channels.

Leadership & Development

• Lead, mentor, and develop a team of Contact Center managers and supervisors.
• Cultivate a culture of accountability, engagement, and continuous professional development.
• Implement coaching frameworks and performance management practices that drive team success.

Customer Experience & Satisfaction

• Champion initiatives to improve customer satisfaction, reduce friction, and increase loyalty.
• Leverage customer feedback, data, and root cause analysis to improve service delivery.
• Collaborate with cross-functional teams to optimize the end-to-end customer journey.

Qualifications:

• Bachelor’s degree in Business Administration, Management, Operations, or a related field required.
• 7–10+ years of progressive experience in contact center, customer experience, or operations leadership, including management of large‑scale teams.
• Demonstrated experience leading multi‑channel contact center operations (phone, email, chat, digital platforms).
• Proven track record of driving performance metrics, including service levels, quality scores, customer satisfaction (CSAT), retention, and operational efficiency.
• Strong knowledge of contact center technologies, CRM systems, workforce management tools, and reporting/analytics platforms.
• Experience with budgeting, forecasting, and resource planning, including labor optimization and vendor management.
• Ability to analyze data and trends to make informed, strategic decisions and implement continuous improvement initiatives.
• Proven ability to lead, develop, and mentor senior managers and frontline leaders, fostering a culture of accountability, engagement, and high performance.
• Strong understanding of labor laws, compliance requirements, and HR best practices as they apply to contact center operations.
• Excellent communication, presentation, and influence skills, with the ability to collaborate effectively with executive leadership and cross‑functional teams.
• Ability to manage change, implement large‑scale initiatives, and lead through periods of growth, transformation, or high operational demand.
• Experience in customer experience strategy, process improvement, and service innovation preferred.

Physical Requirements:

• Ability to sit for extended periods of time while working at a computer or participating in meetings.
• Frequent use of hands and fingers to operate a computer, keyboard, mouse, phone, and other office equipment.
• Ability to communicate clearly and effectively—verbally and in writing—with employees, leadership, and stakeholders.
• Ability to hear and speak sufficiently to participate in meetings, conference calls, and presentations.
• Ability to view computer screens and read detailed reports, data, and documents for extended periods.
• Occasional ability to stand, walk, bend, or reach within an office environment.
• Ability to lift or move up to 15 pounds occasionally (e.g., laptops, documents, or office materials).
• Ability to maintain focus, concentration, and decision‑making capacity in a fast‑paced, high‑volume operational environment.

Work Environment:

• Primarily works in a professional office environment, which may be onsite or hybrid depending on business needs.
• Extensive use of computers, telecommunication systems, and contact center technology platforms.
• Regular participation in meetings, presentations, and virtual conferences, including executive leadership.
• Work schedule is generally business‑hour based but may require extended hours, evenings, or weekends as needed to support operational demands, peak periods, or critical initiatives.
• May experience periods of high pressure due to performance metrics, service levels, staffing needs, or operational challenges.
• Occasional travel may be required for site visits, leadership meetings, or professional development.
• Frequent interaction with employees, vendors, and internal departments in a leadership and advisory capacity.