Contact Center Operations Director (Full-Time)

Statement of the Job

The Contact Center Operations Director is responsible for overseeing the operations of the Contact Center, which provides 211 information and referral services, 988 suicide and crisis intervention, and after-hours support for community mental health organizations. This role ensures systems, processes, and operations are effective, efficient, and aligned with organizational and contractual expectations. It serves as a strategic partner and collaborator with the Directors of 2-1-1 and Crisis Services to support staff readiness and engagement through thoughtful systems and equitable operational practices.

Essential Duties and Responsibilities

• Operational Systems & Quality
  • Lead the development and implementation of standardized policies, protocols, and training frameworks across the 2-1-1 and Crisis teams.
  • Ensure all operational procedures are consistent, efficient, and reflective of best practices in crisis and information services.
  • Collaborate with leadership to develop and maintain systems that track quality, performance, and compliance, and implement corrective actions as needed.
  • Support accreditation and certification processes (Inform USA, AAS, COA, etc.) by ensuring documentation and practices meet standards.
  • Forecast staffing needs, ensuring cost-effectiveness and adequate coverage.
  • Create workflows and systems that improve efficiency, productivity, and service quality.
  • Develop productivity expectations based on call type, line, and service demands.
• Equity & Wellbeing
  • Embed diversity, equity, inclusion, and belonging (DEIB) principles into all operational and training systems.
  • Assess and improve internal processes through an equity and wellbeing lens, ensuring they foster fairness, accessibility, and respect.
  • Collaborate with team leaders to identify and address systemic barriers to staff success and satisfaction.
• Training & Development
  • Develop and coordinate comprehensive training plans for both 2-1-1 and Crisis Services staff to ensure consistent skill-building and knowledge retention.
  • Curate and deliver training content that reflects trauma-informed, person-centered, and culturally responsive practices.
  • Partner with department directors to create feedback loops that measure training effectiveness and identify continuous improvement opportunities.
• Collaboration & Leadership
  • Serve as a connector and facilitator between operations, HR, and program leadership to align processes with organizational goals.
  • Promote a workplace culture that values collaboration, transparency, and shared accountability.
  • Support cross-departmental initiatives that strengthen Gryphon Place’s overall organizational health and impact.

Requirements

• Education and Experience
  • Required: Bachelor’s degree in business, operations, project/change management, or related field. Minimum of 5 years of experience in program or operations management, including experience with process improvement or training systems. Minimum of 3 years of supervisory or management experience, preferably within a multi-program or crisis services environment.
  • Preferred: Master’s degree in organizational leadership or a related field. Experience in behavioral health, crisis intervention, or nonprofit human services. Familiarity with accreditation processes (AAS, Inform USA, COA). Understanding of contact center operations. Knowledge of 211 and 988 systems and crisis intervention services.
• Knowledge / Skills / Abilities
  • Equity-minded leadership
  • Process design and evaluation
  • Emotional intelligence and collaboration
  • Ability to analyze data, identify trends, and implement process improvements.
  • Excellent organizational skills, with the ability to manage multiple priorities and deadlines.
  • Strong communication and interpersonal skills, with the ability to collaborate across teams and with external partners.
  • Demonstrated leadership skills with the ability to inspire, support, and hold others accountable.
  • Proficiency in using technology platforms, data tracking, and reporting systems.

Work Environment

This position operates in a hybrid work environment with flexibility for on-site and remote work, depending on operational needs. Occasional evening and weekend availability may be required.

Equal Employment Opportunity

Gryphon Place provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type.