Director Contact Center Site

About the role

For our client, we are seeking a Director Contact Center Site to join the team of a leader in the Retail & Consumer Goods space. This leader will oversee a large contact center operation with responsibility for service delivery, team engagement, and continuous improvement. The role will partner closely with workforce planning, IT, HR, and senior leadership to balance customer experience with operational efficiency. It will also manage financial performance, vendor relationships, and support functions that contribute to a well-run service environment.

Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Ensure consistent, differentiated service solutions for customers
• Analyze business results and recommend improvements to operational efficiency
• Collaborate with peers to share best practices and drive improvement efforts
• Oversee employee growth, development, and engagement within the contact center
• Negotiate staffing and program placement with Workforce Planning
• Guide and manage process changes and vendor relationships
• Manage contact center financials, including P&L and vendor contracts
• Partner with IT, HR, and external organizations to support service excellence
• Maintain support ratios to optimize costs and leadership effectiveness
• Lead community events to represent and uphold the organization’s brand image

Qualifications

• Bachelor's degree in Business or a related field, or equivalent experience
• 11 years of experience in contact center operations in lieu of a degree
• 8 years of direct experience in contact center operations
• 3 years of experience managing direct and indirect reports in large teams
• 3 years of experience building relationships across multiple programs
• 3 years of experience working closely with senior leadership at the VP level and above
• 3 years of accountability for support functions such as facilities, security, and community relations

Benefits

• Fully remote work environment
• Opportunity for collaboration with skilled team members
• Engagement in community events and initiatives
• Focus on employee growth and development
• Access to extensive support resources and networks

Pay

$133,200 – $222,500 annually