Sr. Director of Contact Center

Keystone Advisors•Houston, TX

About The Position

The Director of Contact Center is responsible for leading overall contact center operations with a strong focus on Leadership, Management, and Accountability (LMA). This role drives client satisfaction ensures projects are delivered on time, within scope, and under budget, and continuously improves workflow and operational processes. The Director will manage resources effectively, optimize performance metrics, and support strategic business objectives.

Requirements

Bachelor’s degree in business administration, Operations Management, or related field (Master’s preferred).
7+ years of contact center or operations leadership experience.
Strong background in workflow optimization and project management.
Proven ability to lead teams and drive client-focused outcomes.
Extensive experience in contact center, customer experience, telesales, or retention operations leadership.
Strong understanding of multi-channel customer service and sales engagement strategies.
Proven ability to manage and improve performance across service, sales, and retention functions.
Knowledge of call center technology platforms, workforce management tools, and performance analytics systems.
Ability to drive operational efficiency, workflow optimization, and continuous process improvement.
Demonstrated experience developing and executing strategic operational plans.
Strong business acumen with ability to balance customer satisfaction, employee performance, and cost management.
Advanced problem-solving, critical thinking, and decision-making skills.
Excellent leadership, coaching, and organizational development capabilities.
Exceptional communication, presentation, and stakeholder management skills.
Ability to manage budgets, operational metrics, and service level agreements.
Ability to sit for extended periods of time.
Ability to stand, bend, and move as needed.
Ability to speak clearly and hear communications effectively.
Regular use of a computer, keyboard, and telephone equipment.
Manual dexterity to use hands and fingers for routine office tasks.

Nice To Haves

Master’s degree in business administration, Operations Management, or related field

Responsibilities

Provide strategic and operational leadership for the Customer Service, Telesales, and Sales, and Retention departments within the company.
Oversee day-to-day contact center performance, ensuring alignment with company goals, client expectations, and service standards.
Drive a culture of accountability, professionalism, and customer-first service across all teams.
Ensure high-quality customer interactions that reflect company values and compliance requirements.
Monitor service metrics including first-call resolution, average handling time, customer satisfaction scores, and service level adherence.
Develop programs that improve customer experience, engagement, and issue resolution efficiency.
Implement quality assurance standards and coaching frameworks.
Lead Telesales operations focused on achieving revenue targets and conversion goals.
Support scripting optimization, objection handling strategies, and sales process standardization.
Track sales funnel performance, call-to-sale ratios, and productivity metrics.
Collaborate with training teams to improve sales effectiveness and agent confidence.
Develop retention strategies to reduce customer churn and improve lifetime value.
Analyze customer behavior, cancellation trends, and service feedback to identify retention opportunities.
Implement proactive outreach and win-back programs where applicable.
Support escalation management for high-value or at-risk customers.
Supervise department managers, supervisors, and operational staff.
Set performance expectations and conduct regular performance reviews.
Promote employee engagement, professional development, and succession planning.
Coach leadership staff to improve operational execution.
Oversee workforce planning to ensure appropriate staffing levels across service, sales, and retention functions.
Monitor utilization, productivity, and operational efficiency.
Support recruitment, onboarding, and training initiatives.
Design, document, and improve contact center workflows.
Ensure projects are delivered on time, within specification, and under budget.
Identify automation, system integration, and operational improvement opportunities.
Maintain strong relationships with internal and external stakeholders.
Support service-level agreements (SLAs) and contractual performance commitments.
Participate in client meetings, reporting reviews, and operational governance discussions.
Ensure adherence to healthcare, privacy, and regulatory requirements relevant to operations.
Support audit readiness and documentation standards.
Promote ethical sales and customer service practices.
Review operational dashboards and business intelligence reports.
Use data-driven insights to guide strategic and tactical decisions.
Present performance updates to executive leadership.