Director, call center operations

Key Responsibilities

• Run high-quality operations. Oversee inbound and outbound call handling, staffing coverage and service delivery, and step in hands-on when volume or staffing requires it.
• Lead the operating model. Design and implement a scalable, enterprise-wide approach to call handling across state programs, partnering with local leaders through the transition.
• Standardize and improve. Establish consistent standard operating procedures, scripts, escalation paths and best practices across frontline teams, and drive continuous improvement through root-cause analysis.
• Optimize the technology. Configure and continually improve IVR and call flows, routing and skills, callbacks and self-service, working with Ops teams, IT and vendors.
• Own workforce management. Lead forecasting, staffing models, scheduling and real-time management to match staffing to demand and optimize cost to serve.
• Measure what matters. Define and report KPIs for service, quality, efficiency and customer experience, and hold teams accountable to clear standards.
• Bring in AI and automation. Help identify and implement AI, automation and self-service tools that improve responsiveness, reduce manual work and help people get answers faster.
• Build the team. Recruit, coach and develop managers, supervisors and frontline staff, building a culture of accountability, empathy and continuous improvement.

Required Qualifications

• 8+ years of contact center operations experience, including 5+ years leading multi-site or remote teams in a high-volume environment
• Deep call center operations expertise:
• IVR, call flow, skills and routing configuration;
• workforce management and staffing optimization;
• inbound and outbound call handling;
• performance metrics and KPIs
• Strong hands-on experience with enterprise telephony and cloud contact center platforms
• A track record of standardizing processes and improving performance across multiple teams or locations
• Strong analytical and financial skills: KPI reporting, staffing models, business cases and ROI
• Excellent communication and cross-functional partnership skills
• Bachelor’s degree or equivalent experience

Preferred Qualifications

• Genesys Cloud or other top tier system experience
• Experience implementing contact center AI (virtual agents, agent assist, call summarization)