Director of Contact Center Operations

We are partnering with a rapidly growing service organization seeking a Director of Contact Center Operations to lead and optimize a multi-site inbound customer contact center supporting a nationwide operation. This is a highly visible leadership role with the opportunity to shape strategy, drive performance, and influence the future of customer engagement across a growing platform.
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About the OpportunityThis is not a day-to-day call center management role. You will oversee an established leadership team and focus on strategic initiatives that improve customer experience, operational efficiency, workforce planning, technology adoption, and business partnership across multiple locations.The organization is investing heavily in operational excellence and customer experience, including evaluating and implementing AI-enabled solutions to improve call center performance and scalability.What You'll Be Responsible ForLeading contact center strategy, performance, and continuous improvement initiativesDeveloping and monitoring KPIs related to service levels, booking conversion, call quality, customer satisfaction, and operational efficiencyPartnering with business leaders across multiple locations to drive alignment and performanceEvaluating and implementing AI, automation, and workforce management solutionsEnhancing forecasting, staffing models, reporting, analytics, and workforce optimization practicesCoaching and developing leadership teams while fostering a culture of accountability and service excellenceDriving process improvements and scalability initiatives in support of continued organizational growthLeveraging data and analytics to influence decisions and identify opportunities for improvementWhat We're Looking For7+ years of progressive leadership experience within a contact center or customer operations environmentDirector-level experience leading multi-site or multi-location operationsPreferred experience in home services, field services, service dispatch, customer care operations, or other multi-location, high-volume inbound contact center environments supporting service-based businesses.Strong workforce management, forecasting, scheduling, and operational planning expertiseExperience improving key performance metrics through data-driven decision makingAdvanced Excel and analytics skillsExperience evaluating, implementing, or optimizing AI, automation, chatbot, or digital customer engagement solutionsStrong executive presence with the ability to influence stakeholders without direct authorityProven success building relationships across decentralized operations or field-based organizationsDemonstrated ability to lead through growth, change, acquisitions, or organizational transformationThis is a rare opportunity to join a growing organization at a pivotal stage of expansion. xzbcwsv You'll have the chance to influence enterprise-wide customer experience strategy, lead the adoption of emerging technologies, and partner directly with senior leadership to shape the future of a high-performing contact center operation.Location: Charlotte, NC area preferredTravel: Occasional travel as neededIf you are a collaborative, data-driven contact center leader who excels at workforce optimization, operational strategy, and leading through influence, we'd love to hear from you.