Job Description
Position Overview
We are seeking an experienced and strategic Director of Call Center Operations to lead the performance, governance, and operational oversight of our contact center partners. This role is responsible for ensuring exceptional service delivery across outsourced and/or captive contact center operations while driving performance, accountability, and continuous improvement.
Key Responsibilities
- Lead the overall strategy, governance, and operational performance of contact center partners.
- Develop and maintain executive-level relationships with partner leadership teams to drive accountability, collaboration, and long‑term success.
- Establish and manage performance frameworks to ensure partners consistently achieve service levels, quality standards, customer experience goals, and business objectives.
- Conduct regular business reviews, operational reviews, and performance assessments with partners and i...