Senior Director - Contact Center Ops

Hawaiian Telcom•Honolulu, HI

7h•$130,000 - $195,000

About The Position

The Director, Contact Center Operations leads day-to-day performance and execution across contact center functions, ensuring high-quality customer experience and efficient operations aligned to company goals. This role is responsible for driving results across service, sales, retention, workforce management, and vendor operations while supporting the evolution of a more modern, scalable contact center model. The Director partners closely with Digital, Product, IT, Customer Experience, and Marketing teams to improve customer journeys, expand self-service capabilities, and optimize how customers are served across channels. Success is measured through strong performance against operational, financial, and customer experience metrics.

Requirements

Four years of College resulting in a Bachelor's Degree or equivalent experience
Over 10 years in related field
Project/Program Management
Vendor/Service Provider Management Contact Center -- including all OmniChannel platforms
3+ years working with unions
8-12 years leadership experience
Must have strong interpersonal/relationship building skills
Demonstrated strength in financial analysis
Must have strong process knowledge and discipline (ex, Six Sigma)
Project Management Skills
Organizational skills
Strong Communication Skills
Ability to bring two parties together to a common conclusion; mediator
A track record of managing to desired results
Ability to build rapport and make unpopular decisions when necessary
Manages subordinate supervisors, managers, and directors
Oversees, guides and directs indirect supervisor/managers via a shared services arrangement
Has 2 or More Full Time Direct Reports

Nice To Haves

International travel will be required

Responsibilities

Define and develop the contact center strategy in alignment with the corporate strategy
Define the 5-year capital and expense plan based on corporate strategy, contact center strategy and business trends
Responsible for contact center operations including meeting or exceeding company goals
Forecast and manage staffing levels and associated expenses
Partner with Digital, Product, IT, and Marketing teams to expand self‑service capabilities and shift customer interactions to lower‑cost, higher‑satisfaction channels
Drive continuous improvement in call flows, IVR design, and AI decisioning based on customer behavior, analytics, and feedback.
Ensure a proficient QA process and team to conduct call listening and coaching sessions with team members to improve quality and drive compliance and operational efficiency
Function as the executive escalation point for customers both internal and external
Maintain and improve contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing analyses; managing system and process improvement and quality assurance programs; installing upgrades
Aggregate and present Contact Center performance reports by collecting, analyzing, and summarizing data and trends
Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops and trade seminars; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
Ensure creation and/or maintenance of operational procedures for all departments
Participate in strategic initiatives; provide insights on member and team member impact of organizational initiatives
Collaborating with NetOps and Customer Experience to define responses to Major Incidents
Focus on business objectives to generate innovation and pro-actively plan and implement cost-effective solutions to meet business needs
Managing the vendor to the responsibilities outlined in the contract and statement of work
Assist with authoring contract documents, including service level exhibits, statements of work, and examples
Oversee outsourcing vendor compliance including driving negotiations and contract terms
Work with departments, which buy outsourced labor, to share and to adopt best vendor management practices
Participate in annual SOW negotiations with respective suppliers to ensure goals and objectives are met
Developing the business case to understand the financial rationale for "insource vs outsource vs. onshore vs. offshore" decisions and extrapolating internal and vendor costs
Determining budget and forecast based on business needs
Measuring the quality and timeliness of delivery
Understand the monthly invoices and financial commitments with the suppliers to ensure invoices are audited, reconciled, and paid on time
Developing a deep, strategic relationship with a vendor
Ensure Customer Satisfaction/VoC alignment