Director of Call Center Operations

Confidential • Sioux Falls, SD

397d • $127,000 - $160,000

About The Position

The Director of Call Center Operations is responsible for leading customer service initiatives in both B2B and B2C environments within the broadband/service industry. This role focuses on optimizing customer satisfaction, aligning operational strategies with digital objectives, and driving continuous improvement across service areas. Key aspects include managing contact center performance, overseeing digital care operations, and ensuring that KPIs are met while enhancing overall service delivery.

Requirements

• 8+ years of leadership experience managing multi-channel customer care teams.
• Bachelor's degree in business or a related field.
• Proven experience in process improvement and P&L management.
• Background in regulated B2C/B2B industries, particularly in broadband or mobile.
• Ability to analyze performance data and make strategic decisions.
• Strong collaboration and communication skills across departments.

Nice To Haves

• Experience with advanced digital care technologies for managing customer interactions.
• Advanced analytical skills for optimizing customer data and performance.

Responsibilities

• Lead and mentor teams to ensure KPI achievement and enhance customer satisfaction.
• Develop and execute strategies to improve customer loyalty and retention.
• Assess performance and design customer care processes to optimize digital tools and technologies.
• Collaborate with IT to implement new technologies and optimize tracking systems.
• Manage call center performance, minimize wait times, and maintain quality standards.
• Identify training needs and measure the effectiveness of training programs.
• Partner with cross-departmental teams to plan and execute customer care strategies.
• Promote a positive culture and manage the department's budget effectively.
• Act as the customer's voice within the company, ensuring feedback influences product and service strategies.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree