Director, Call Center Operations

GT Independence • ,

4d

About The Position

The Director, Call Center Operations oversees inbound and outbound call handling, staffing coverage, service delivery, and workforce management. The role designs and implements a scalable enterprise-wide call-handling model across state programs, partnering with local leaders during the transition. It establishes consistent operating procedures and performance standards, improves call center technology and processes, and identifies opportunities to use AI, automation, and self-service to improve responsiveness and reduce manual work. The Director also recruits, coaches, and develops managers, supervisors, and frontline staff while fostering accountability, empathy, and continuous improvement.

Requirements

• 8+ years of contact center operations experience, including 5+ years leading multi-site or remote teams in a high-volume environment.
• Deep expertise in IVR, call flow, skills and routing configuration, workforce management and staffing optimization, inbound and outbound call handling, and performance metrics and KPIs.
• Strong hands-on experience with enterprise telephony and cloud contact center platforms.
• Track record of standardizing processes and improving performance across multiple teams or locations.
• Strong analytical and financial skills, including KPI reporting, staffing models, business cases, and ROI.
• Excellent communication and cross-functional partnership skills.
• Bachelor’s degree or equivalent experience.

Nice To Haves

• Experience with Genesys Cloud or another top-tier system.
• Experience implementing contact center AI, such as virtual agents, agent assist, or call summarization.

Responsibilities

• Oversee inbound and outbound call handling, staffing coverage, and service delivery, stepping in hands-on when call volume or staffing requires it.
• Design and implement a scalable, enterprise-wide approach to call handling across state programs, partnering with local leaders through the transition.
• Establish consistent standard operating procedures, scripts, escalation paths, and best practices across frontline teams.
• Drive continuous improvement through root-cause analysis.
• Configure and continually improve IVR and call flows, routing and skills, callbacks, and self-service in partnership with Operations teams, IT, and vendors.
• Lead forecasting, staffing models, scheduling, and real-time workforce management to match staffing to demand and optimize cost to serve.
• Define and report KPIs for service, quality, efficiency, and customer experience, and hold teams accountable to clear standards.
• Identify and implement AI, automation, and self-service tools that improve responsiveness, reduce manual work, and help people get answers faster.
• Recruit, coach, and develop managers, supervisors, and frontline staff, building a culture of accountability, empathy, and continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Director