The Director of Call Center Operations will lead enterprise-wide call handling strategies, optimize technology, and manage workforce performance to ensure high-quality service delivery. They are responsible for building and coaching teams while driving continuous improvement through AI integration and data-driven decision-making.
Key Responsibilities
Run high-quality operations. Oversee inbound and outbound call handling, staffing coverage and service delivery, and step in hands-on when volume or staffing requires it.
Lead the operating model. Design and implement a scalable, enterprise-wide approach to call handling across state programs, partnering with local leaders through the transition.
Standardize and improve. Establish consistent standard operating procedures, scripts, escalation paths and best practices across frontline teams, and drive continuous improvement through root-cause analysis.
Optimize the technology. Configure and continually improve IVR and call flows, routing and skills, callbacks and self-service, working with Ops teams, IT and vendors.
Own workforce management. Lead forecasting, staffing models, scheduling and real-time management to match staffing to demand and optimize cost to serve.
Measure what matters. Define and report KPIs for service, quality, efficiency and customer experience, and hold teams accountable to clear standards.
Bring in AI and automation. Help identify and implement AI, automation and self-service tools that improve responsiveness, reduce manual work and help people get answers faster.
Build the team. Recruit, coach and develop managers, supervisors and frontline staff, building a culture of accountability, empathy and continuous improvement.
Required Qualifications
8+ years of contact center operations experience, including 5+ years leading multi-site or remote teams in a high-volume environment
Deep call center operations expertise:
IVR, call flow, skills and routing configuration;
workforce management and staffing optimization;
inbound and outbound call handling;
performance metrics and KPIs
Strong hands-on experience with enterprise telephony and cloud contact center platforms
A track record of standardizing processes and improving performance across multiple teams or locations
Strong analytical and financial skills: KPI reporting, staffing models, business cases and ROI
Excellent communication and cross-functional partnership skills
Bachelor’s degree or equivalent experience
Preferred Qualifications
Genesys Cloud or other top tier system experience
Experience implementing contact center AI (virtual agents, agent assist, call summarization)
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