Director, Call Center Operations
Core
Lead enterprise-wide customer care strategy, performance, and transformation across a diverse portfolio of brands, overseeing internal teams, outsourced partners, and digital channels.
Role type
Director, Call Center Operations
Builds
Enterprise customer care operating model, workforce strategy, vendor management approach, and long-term roadmap for exceptional customer experiences.
Domain
Customer Experience / Contact Center Operations
Required skills
Enterprise strategy, vendor management, workforce planning, demand forecasting, operational performance management, technology modernization, financial modeling, stakeholder management, change management
Preferred skills
Scaling enterprise customer care organizations, omnichannel service environments, multi-unit operations experience, advanced degree in relevant field
Technologies
CCaaS, CRM, workforce management, quality management, AI-enabled customer service solutions, virtual agents, automated quality assurance
Responsibilities
Develop and execute enterprise-wide customer care strategy and transformation roadmap; Oversee end-to-end customer care performance across internal teams and outsourced providers; Define enterprise sourcing strategy and manage BPO partnerships; Lead customer care modernization initiatives involving automation and AI; Establish enterprise policies, SOPs, and quality standards; Provide executive-level reporting on operational performance and transformation progress
Seniority
Director, strategic leadership
