Director – Contact Center Customer Service/Experience
Core
Leads a large contact center team to deliver world-class customer service and drive operational excellence across multiple channels.
Role type
Senior leadership IC (Director of Contact Center)
Builds
Customer experience outcomes, operational performance, and talent pipelines for a large contact center portfolio
Domain
Banking / Financial Services / Contact Center Operations
Required skills
Strategic planning, team leadership, workforce management, operational analytics, talent development, risk management, process optimization, stakeholder management, regulatory compliance
Preferred skills
Master's degree, experience managing large complex teams, contact center transformation experience, banking product knowledge
Technologies
Workforce Management tools, operational analytics platforms, forecasting models
Responsibilities
Inspire and lead a team to deliver world-class service; create staffing strategies using forecasting and capacity planning; attract, motivate, and develop talent; evaluate procedures to increase operational efficiency; lead large-scale operational transformation initiatives; maintain internal control standards and mitigate risk.
Seniority
Director, strategic leadership & large team management
