Job Purpose:

The Director, Contact Center Operations leads day-to-day performance and execution across contact center functions, ensuring high-quality customer experience and efficient operations aligned to company goals. This role is responsible for driving results across service, sales, retention, workforce management, and vendor operations while supporting the evolution of a more modern, scalable contact center model.

The Director partners closely with Digital, Product, IT, Customer Experience, and Marketing teams to improve customer journeys, expand self-service capabilities, and optimize how customers are served across channels. Success is measured through strong performance against operational, financial, and customer experience metrics.

Essential Functions

• Define and develop the contact center strategy in alignment with the corporate strategy
• Define the 5-year capital and expense plan based on corporate strategy, contact center strategy and business trends
• Responsible for contact center operations including meeting or exceeding company goals
• Forecast and manage staffing levels and associated expenses
• Partner with Digital, Product, IT, and Marketing teams to expand self‑service capabilities and shift customer interactions to lower‑cost, higher‑satisfaction channels
• Drive continuous improvement in call flows, IVR design, and AI decisioning based on customer behavior, analytics, and feedback.
• Ensure a proficient QA process and team to conduct call listening and coaching sessions with team members to improve quality and drive compliance and operational efficiency
• Function as the executive escalation point for customers both internal and external
• Maintain and improve contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing analyses; managing system and process improvement and quality assurance programs; installing upgrades
• Aggregate and present Contact Center performance reports by collecting, analyzing, and summarizing data and trends
• Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops and trade seminars; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Ensure creation and/or maintenance of operational procedures for all departments
• Participate in strategic initiatives; provide insights on member and team member impact of organizational initiatives
• Collaborating with NetOps and Customer Experience to define responses to Major Incidents
• Focus on business objectives to generate innovation and pro-actively plan and implement cost-effective solutions to meet business needs
• Managing the vendor to the responsibilities outlined in the contract and statement of work
• Assist with authoring contract documents, including service level exhibits, statements of work, and examples
• Oversee outsourcing vendor compliance including driving negotiations and contract terms
• Work with departments, which buy outsourced labor, to share and to adopt best vendor management practices
• Participate in annual SOW negotiations with respective suppliers to ensure goals and objectives are met
• Developing the business case to understand the financial rationale for "insource vs outsource vs. onshore vs. offshore" decisions and extrapolating internal and vendor costs
• Determining budget and forecast based on business needs
• Measuring the quality and timeliness of delivery
• Understand the monthly invoices and financial commitments with the suppliers to ensure invoices are audited, reconciled, and paid on time
• Developing a deep, strategic relationship with a vendor
• Ensure Customer Satisfaction/VoC alignment

Education

• Four years of College resulting in a Bachelor's Degree or equivalent experience

Relevant Work Experience:

• Over 10 years in related field
• Project/Program ManagementVendor/Service Provider ManagementContact Center -- including all OmniChannel platforms3+ years working with unions
• 8-12 years leadership experience

Special Knowledge, Skills and Abilities

• Must have strong interpersonal/relationship building skills
• Demonstrated strength in financial analysis
• Must have strong process knowledge and discipline (ex, Six Sigma)
• Project Management Skills
• Organizational skills
• Strong Communication Skills
• Ability to bring two parties together to a common conclusion; mediator
• A track record of managing to desired results
• International travel will be required
• Ability to build rapport and make unpopular decisions when necessary
• Manages subordinate supervisors, managers, and directors
• Oversees, guides and directs indirect supervisor/managers via a shared services arrangement

Supervisory Responsibility