Director, Contact Center CoE

Gainwell Technologies LLC

7d•Remote

About The Position

The Center of Excellence (CoE) Contact Center Director is a senior leadership role responsible for driving operational excellence, innovation, and strategic vision across all contact center activities. This position oversees the development, implementation, and continuous improvement of best practices, technologies, and performance metrics to ensure exceptional customer service and operational efficiency. The Director will collaborate with cross-functional teams, champion a culture of excellence, and ensure the alignment of contact center operations with the organization’s overall business objectives.Your role in our mission

Requirements

Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s degree preferred) OR 10+ years of progressive experience in contact center operations, with at least 5 years in a senior leadership role.
Proven track record in building and leading high-performing contact center teams.
Deep knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM, AI-powered solutions).
Exceptional analytical, problem-solving, and decision-making skills.
Strong interpersonal, communication, and stakeholder management abilities.

Nice To Haves

Experience with process improvement methodologies—such as Six Sigma, Lean, or relevant project management certifications—is preferred

Responsibilities

Strategic Leadership: Develop and execute the strategic roadmap for the Contact Center Center of Excellence, aligning initiatives with business goals and driving transformation across all customer interaction channels.
Operational Excellence: Establish, monitor, and continuously improve contact center standards, processes, and performance metrics to deliver consistent, high-quality customer experiences.
Innovation and Technology: Lead the evaluation and adoption of new technologies, automation tools, and omnichannel solutions to enhance customer engagement and streamline operations.
Talent Development: Recruit, mentor, and develop contact center leaders and staff, fostering a culture of learning, collaboration, and professional growth.
Stakeholder Collaboration: Partner with internal and external stakeholders—including IT, HR, Quality Assurance, Training, and Business Units—to ensure integrated and effective solutions.
Customer Experience Management: Champion initiatives that measure and improve customer satisfaction, loyalty, and advocacy.
Reporting and Analytics: Utilize data analytics to monitor performance, identify trends, and make data-driven decisions for process improvements.
Budget Management: Develop and manage the contact center CoE budget, ensuring optimal allocation of resources and cost control.