Director of Contact Center

Hillpointe•Maitland, FL

1d•Hybrid

About The Position

The Director of Contact Center provides strategic leadership and oversight for all centralized customer interactions, driving operational excellence and delivering exceptional customer experiences. This individual will lead the development and execution of long-term strategies that align people, processes, and technology with organizational goals, while fostering a high-performance culture grounded in accountability, growth, and customer satisfaction.

Requirements

Bachelor’s degree in Business Administration, Management, Operations, or a related field required.
7–10+ years of progressive experience in contact center, customer experience, or operations leadership, including management of large‑scale teams.
Demonstrated experience leading multi‑channel contact center operations (phone, email, chat, digital platforms).
Proven track record of driving performance metrics, including service levels, quality scores, customer satisfaction (CSAT), retention, and operational efficiency.
Strong knowledge of contact center technologies, CRM systems, workforce management tools, and reporting/analytics platforms.
Experience with budgeting, forecasting, and resource planning, including labor optimization and vendor management.
Ability to analyze data and trends to make informed, strategic decisions and implement continuous improvement initiatives.
Proven ability to lead, develop, and mentor senior managers and frontline leaders, fostering a culture of accountability, engagement, and high performance.
Strong understanding of labor laws, compliance requirements, and HR best practices as they apply to contact center operations.
Excellent communication, presentation, and influence skills, with the ability to collaborate effectively with executive leadership and cross‑functional teams.
Ability to manage change, implement large‑scale initiatives, and lead through periods of growth, transformation, or high operational demand.

Nice To Haves

Experience in customer experience strategy, process improvement, and service innovation preferred.

Responsibilities

Define and execute the long-term vision and roadmap for the Contact Center.
Align Contact Center strategy with broader organizational objectives and customer experience goals.
Lead digital transformation and continuous improvement initiatives to enhance scalability and efficiency.
Deliver high-level performance reporting and actionable insights to executive leadership.
Analyze customer data and key metrics to inform strategy, improve service delivery, and drive business outcomes.
Establish and monitor KPIs, SLAs, and operational benchmarks across all contact channels.
Lead, mentor, and develop a team of Contact Center managers and supervisors.
Cultivate a culture of accountability, engagement, and continuous professional development.
Implement coaching frameworks and performance management practices that drive team success.
Champion initiatives to improve customer satisfaction, reduce friction, and increase loyalty.
Leverage customer feedback, data, and root cause analysis to improve service delivery.
Collaborate with cross-functional teams to optimize the end-to-end customer journey.