Director, Call Center Operations

Remoteexecutive

Other

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Requirements Summary

IVR, call flow,

Technical Tools

Other

~1 min read

→Run high-quality operations. Oversee inbound and outbound call handling, staffing coverage and service delivery, and step in hands-on when volume or staffing requires it.
→Lead the operating model. Design and implement a scalable, enterprise-wide approach to call handling across state programs, partnering with local leaders through the transition.
→Standardize and improve. Establish consistent standard operating procedures, scripts, escalation paths and best practices across frontline teams, and drive continuous improvement through root-cause analysis.
→Optimize the technology. Configure and continually improve IVR and call flows, routing and skills, callbacks and self-service, working with Ops teams, IT and vendors.
→Own workforce management. Lead forecasting, staffing models, scheduling and real-time management to match staffing to demand and optimize cost to serve.
→Measure what matters. Define and report KPIs for service, quality, efficiency and customer experience, and hold teams accountable to clear standards.
→Bring in AI and automation. Help identify and implement AI, automation and self-service tools that improve responsiveness, reduce manual work and help people get answers faster.
→Build the team. Recruit, coach and develop managers, supervisors and frontline staff, building a culture of accountability, empathy and continuous improvement.

~1 min read

8+ years of contact center operations experience, including 5+ years leading multi-site or remote teams in a high-volume environment
Deep call center operations expertise:
IVR, call flow, skills and routing configuration;
workforce management and staffing optimization;
inbound and outbound call handling;
performance metrics and KPIs
Strong hands-on experience with enterprise telephony and cloud contact center platforms
A track record of standardizing processes and improving performance across multiple teams or locations
Strong analytical and financial skills: KPI reporting, staffing models, business cases and ROI
Excellent communication and cross-functional partnership skills
Bachelor’s degree or equivalent experience