Regional Contact Center Director
About The Position
Apex Service Partners is seeking a Regional Director of Contact Center Operations to drive operational excellence, customer experience, employee engagement, and revenue performance across multiple contact center teams within an assigned region. This role partners closely with Customer Service Managers, Market Area Presidents, General Managers, and Marketing leaders to support business growth and operational consistency. Apex Service Partners is a team of passionate professionals dedicated to delivering exceptional service, fostering a collaborative and fun work environment where every team member is valued and empowered to succeed.
Requirements
- Bachelor’s degree or equivalent experience.
- 10+ years of contact center operations experience with progressive leadership responsibility.
- Multi-site or regional leadership experience preferred.
- Strong workforce management, operational analytics, and customer experience expertise.
- Proven ability to lead leaders and develop high-performing teams.
- Excellent communication, project management, and cross-functional leadership skills.
- Experience with Five9, Verint, workforce management, and quality assurance platforms preferred.
- Ability to travel within the assigned region.
Responsibilities
- Provide leadership and operational oversight across multiple markets and contact center teams.
- Partner with Operators, CSMs, and Marketing teams to maximize lead opportunities and drive revenue growth.
- Ensure all leads are contacted and processed promptly to maximize booking and conversion rates.
- Drive performance in appointment setting, memberships, cross-leads, and other revenue-generating initiatives.
- Coach and develop Customer Service Managers, Team Leads, and Customer Service Representatives.
- Lead employee engagement efforts, including regional eNPS initiatives.
- Advise and report staffing, forecasting, scheduling, workload distribution, and labor utilization.
- Monitor KPIs including Customer Experience, ASA, Abandonment Rate, Quality, Conversion Rates, and Productivity.
- Manage overflow vendor performance.
- Manage contact center tech platforms including AI performance, QA, implementation and adoption of new features.
- Support M&A integrations by aligning processes, training, and operational best practices.
- Communicate and implement national initiatives across the region and provide leadership gap coverage when needed.
Benefits
- Paid Vacation Plan
- 401(k) Retirement Plan with company match
- Medical, Dental, Vision (For Employee and Eligible Family Members)
- Career growth opportunity
- Employee Referral Bonuses
- health insurance coverage
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
