Director Contact Center Operations

GT Independence•,

3h•$150,000 - $200,000•Remote

About The Position

The Director Contact Center Operations leads service delivery and contact center operations across frontline teams supporting multiple state programs. The role designs and implements an enterprise-wide call-handling model, standardizes processes, optimizes contact center technology and workforce management, and uses performance data to improve service, quality, efficiency, customer experience, and cost to serve. The director also evaluates AI, automation, and self-service opportunities and develops the management and frontline workforce across remote and multi-site teams. This is a remote, home office-based role that leads remote and multi-site frontline teams.

Requirements

At least 8 years of contact center operations experience, including at least 5 years leading multi-site or remote teams in a high-volume environment.
Deep call center operations expertise, including 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 contact center platform.
Experience implementing contact center AI, including virtual agents, agent assist, or call summarization.

Responsibilities

Oversee inbound and outbound call handling, staffing coverage, and service delivery across frontline teams; provide hands-on support when needed to protect service levels and participant experience.
Hold teams accountable to service, quality, and productivity standards; troubleshoot escalations and remove barriers to responsiveness and resolution.
Design and implement a scalable enterprise-wide call-handling approach across state programs, partnering with local and program leaders to transition teams without disrupting service.
Assess the current operating structure and identify opportunities to reduce fragmentation and improve staffing efficiency.
Establish governance for adding, changing, and maintaining skills, queues, and call-handling practices.
Standardize SOPs, scripts, escalation paths, and best practices across frontline teams; drive continuous improvement through root-cause analysis of call drivers, repeat contacts, and workflow breakdowns.
Partner with quality and training teams to ensure standards are applied consistently.
Configure and improve IVR, call flows, routing, skills, callbacks, and self-service options; work with Operations, IT, and vendors to optimize the contact center platform and supporting tools.
Lead forecasting, staffing models, scheduling, and real-time management; align staffing to demand while optimizing cost to serve.
Use historical volume, handle time, service-level targets, shrinkage, and occupancy data to determine staffing requirements.
Define and report service, quality, efficiency, and customer-experience KPIs; build executive-level reporting on performance, capacity, and cost.
Use data to identify trends, set priorities, and measure the impact of operational changes.
Identify and implement AI, automation, and self-service tools; evaluate virtual agents, agent assist, and call summarization opportunities.
Develop business cases that quantify operational and financial returns on technology investments.
Recruit, coach, and develop managers, supervisors, and frontline staff; foster accountability, empathy, and continuous improvement across remote and multi-site teams.