Director, Contact Center

LUMA Energy•Guaynabo, PR

5d•Onsite

About The Position

Leads all aspects of LUMA’s customer interactions across remote service channels (phone, email, chat, web, other digital service experiences) and all contact center related customer interactions by defining and driving customer experience requirements, partnering with technical teams to enhance digital platforms, and continuously improving service levels, measurable service quality, and efficient customer focused operations within budget while guiding key strategic and operational decisions. Leads the ongoing optimization and operational excellence of LUMA’s Contact Centers by overseeing all customer interactions across channels and locations, ensuring best‑in‑class service delivery and a consistently superior customer experience. Partners with Customer Experience peers, executive leaders, and cross‑functional teams to refine long‑range CX strategies, strengthen collaboration, and drive innovation that elevates customer journeys and overall service performance. Monitors and enhances operational service levels, quality performance, KPIs, and reporting tools to improve visibility across the regional customer service organization and ensure the center consistently exceeds customer expectations. Develops and guides the Contact Center leadership team through targeted coaching, training programs, and customer‑experience improvement initiatives, building capability and elevating service quality across all customer interactions. Develops and executes departmental strategies to support organizational goals and long-term vision. Leads and fosters cross-functional collaboration to drive innovation, operational excellence, and a high-performance culture by mentoring leaders and enhancing organizational effectiveness. Leads division-wide budget planning, forecasting, and high-level resource allocation to align financial resources with long-term business goals, while ensuring operational and financial efficiency. Champions and models enterprise-wide adherence to governance, compliance, and ethical standards to uphold organizational integrity and regulatory alignment. Leads and supports organizational strategies for the restoration of critical services and emergency preparedness to ensure business continuity and community trust. Embraces and leads additional strategic responsibilities as needed to advance enterprise objectives and organizational resilience.

Requirements

Bachelor’s degree in business administration or related field.
10 years' experience in similar functional role, with responsibilities of planning, budgeting.
At least 5 years' of progressive experience in a leadership or management roles in contact center/customer service overseeing multiple teams and/or functional areas.
Experience with IVR programming, self-service applications, among others.
Customer Experience Leadership – Ensures high‑quality, consistent service across all contact center channels.
Operational Excellence – Drives continuous improvement and efficient day‑to‑day center performance.
Strategic Collaboration – Works with CX leaders and cross‑functional teams to strengthen long‑term service strategies.
Performance & Analytics – Uses KPIs and reporting to enhance visibility, quality, and service outcomes.
Innovation & Continuous Improvement – Identifies opportunities to elevate customer journeys and modernize operations.
Valid Driver's license

Responsibilities

Leads all aspects of LUMA’s customer interactions across remote service channels (phone, email, chat, web, other digital service experiences) and all contact center related customer interactions.
Defines and drives customer experience requirements.
Partners with technical teams to enhance digital platforms.
Continuously improves service levels, measurable service quality, and efficient customer focused operations within budget.
Guides key strategic and operational decisions.
Oversees all customer interactions across channels and locations, ensuring best‑in‑class service delivery and a consistently superior customer experience.
Refines long-range CX strategies, strengthens collaboration, and drives innovation that elevates customer journeys and overall service performance.
Monitors and enhances operational service levels, quality performance, KPIs, and reporting tools.
Develops and guides the Contact Center leadership team through targeted coaching, training programs, and customer‑experience improvement initiatives.
Develops and executes departmental strategies to support organizational goals and long-term vision.
Leads and fosters cross-functional collaboration to drive innovation, operational excellence, and a high-performance culture.
Leads division-wide budget planning, forecasting, and high-level resource allocation.
Champions and models enterprise-wide adherence to governance, compliance, and ethical standards.
Leads and supports organizational strategies for the restoration of critical services and emergency preparedness.
Embraces and leads additional strategic responsibilities as needed.