Director-Call Center General Manager
Core
Lead a large-scale consumer call center (500–1,000 employees), overseeing operations, culture, union relations, and customer experience.
Role type
Senior leadership IC (Call Center General Manager)
Builds
High-performing contact center operations and customer service delivery
Domain
Telecommunications / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Strategic planning, operational leadership, budget management, union relations, change management, stakeholder engagement, performance management, risk mitigation, financial acumen
Preferred skills
Digital transformation experience (AI, automation, omnichannel), managing union-represented workforces, advanced degree in Business/Management
Technologies
AI, automation, omnichannel platforms
Responsibilities
Oversee daily operations to meet performance metrics (service levels, quality, CSAT); drive continuous improvement in processes and technology; develop business plans and budgets; foster high-performance culture and employee engagement; manage union relations and collective bargaining compliance; lead and develop a team of managers and supervisors; own the customer journey and implement satisfaction initiatives; ensure regulatory and company compliance.
Seniority
Senior, hands-on leadership