Sr. Director of Contact Center

Company Overview

Job Summary

Duties and Responsibilities Operational Leadership

• Provide strategic and operational leadership for the Customer Service, Telesales, Sales, and Retention departments within the company.
• Oversee day-to-day contact center performance, ensuring alignment with company goals, client expectations, and service standards.
• Drive a culture of accountability, professionalism, and customer-first service across all teams.

Customer Service Excellence

• Ensure high-quality customer interactions that reflect company values and compliance requirements.
• Monitor service metrics including first-call resolution, average handling time, customer satisfaction scores, and service level adherence.
• Develop programs that improve customer experience, engagement, and issue resolution efficiency.
• Implement quality assurance standards and coaching frameworks.

Telesales Performance Management

• Lead Telesales operations focused on achieving revenue targets and conversion goals.
• Support scripting optimization, objection handling strategies, and sales process standardization.
• Track sales funnel performance, call-to-sale ratios, and productivity metrics.
• Collaborate with training teams to improve sales effectiveness and agent confidence.

Sales Retention and Customer Loyalty

• Develop retention strategies to reduce customer churn and improve lifetime value.
• Analyze customer behavior, cancellation trends, and service feedback to identify retention opportunities.
• Implement proactive outreach and win-back programs where applicable.
• Support escalation management for high-value or at-risk customers.

Team Leadership and Development

• Supervise department managers, supervisors, and operational staff.
• Set performance expectations and conduct regular performance reviews.
• Promote employee engagement, professional development, and succession planning.
• Coach leadership staff to improve operational execution.

Workforce and Resource Optimization

• Oversee workforce planning to ensure appropriate staffing levels across service, sales, and retention functions.
• Monitor utilization, productivity, and operational efficiency.
• Support recruitment, onboarding, and training initiatives.

Process and Workflow Management

• Design, document, and improve contact center workflows.
• Ensure projects are delivered on time, within specification, and under budget.
• Identify automation, system integration, and operational improvement opportunities.

Client and Stakeholder Management

• Maintain strong relationships with internal and external stakeholders.
• Support service-level agreements (SLAs) and contractual performance commitments.
• Participate in client meetings, reporting reviews, and operational governance discussions.

Quality, Compliance, and Risk Management

• Ensure adherence to healthcare, privacy, and regulatory requirements relevant to operations.
• Support audit readiness and documentation standards.
• Promote ethical sales and customer service practices.

Performance Analytics and Reporting

• Review operational dashboards and business intelligence reports.
• Use data-driven insights to guide strategic and tactical decisions.
• Present performance updates to executive leadership.

Qualifications/Requirements

• Bachelor’s degree in business administration, Operations Management, or related field (Master’s preferred).
• 7+ years of contact center or operations leadership experience.
• Strong background in workflow optimization and project management.
• Proven ability to lead teams and drive client-focused outcomes.

Experience/Knowledge/Skills/Abilities

• Extensive experience in contact center, customer experience, telesales, or retention operations leadership.
• Strong understanding of multi-channel customer service and sales engagement strategies.
• Proven ability to manage and improve performance across service, sales, and retention functions.
• Knowledge of call center technology platforms, workforce management tools, and performance analytics systems.
• Ability to drive operational efficiency, workflow optimization, and continuous process improvement.
• Demonstrated experience developing and executing strategic operational plans.
• Strong business acumen with ability to balance customer satisfaction, employee performance, and cost management.
• Advanced problem-solving, critical thinking, and decision-making skills.
• Excellent leadership, coaching, and organizational development capabilities.
• Exceptional communication, presentation, and stakeholder management skills.
• Ability to manage budgets, operational metrics, and service level agreements.

Physical Requirements

• Ability to sit for extended periods of time.
• Ability to stand, bend, and move as needed.
• Ability to speak clearly and hear communications effectively.
• Regular use of a computer, keyboard, and telephone equipment.
• Manual dexterity to use hands and fingers for routine office tasks.

Company Benefits

• Medical, Dental, and Vision Insurance
• Short-Term and Long-Term Disability (STD/LTD)
• Life Insurance and AD&D Coverage
• Paid Holidays and Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• Wellness Programs, including mental health support
• Gym Membership
• Quarterly Employee Appreciation Activities
• Professional Development Opportunities