Director of Call Center Operations

About the role

The Director of Call Center Operations manages all aspects of call center activities in support of the program. Serves as a member of the leadership project management team ensuring service delivery and contract deliverable execution. Develops and implements strategies to meet the programs goals and objectives, increasing customer experience and efficiency.

Responsibilities

• Manages on time, on budget delivery of projects and services to project resources as needed to ensure project delivery in accordance with client expectations and success factors.
• Serves as a member of the leadership project management team ensuring service delivery and contract deliverable execution.
• Develops and enhances services as a key profitability resource within the company through the direction and supervision of other resources and continued recruiting of talent.
• Serves as a member of the leadership project management team ensuring service delivery and contract deliverable execution.
• Ensures appropriate staffing to meet contractual requirements and risk mitigation for reducing staffing gaps.
• Supervises managers responsible for delivery of operations conducted by 300 staff members.
• Provides strategic oversight for training, professional development, quality, and operational oversight for staff.
• Leads a team of managers to successfully deliver high quality, customer-focused, cost effective, and efficient service to eligible customers.
• Maintains quality assurance programs to ensure consistent and high-quality customer interactions.
• Collaborates with external vendors and partners to ensure seamless integration of outsourced services.
• Ensures that Contact Center operations comply with industry regulations and standards, including data privacy laws and consumer protection regulations.
• Analyzes data related to program outcomes, participant satisfaction, and impact to make informed decisions for program enhancements.
• Identifies and mitigates potential risks associated with program operations, confidentiality, and participant well-being.
• Provides regular updates to stakeholders regarding program performance, achievements, challenges, and strategic recommendations.

Requirements

• Bachelor’s degree in Business Management, Mental Health, or a related field (Master’s degree preferred) with 5+ years of progressive leadership experience with large-scale contact center operations, including managing 24/7/365 environments.
• Demonstrated experience leading high-volume contact centers (300+ staff) with responsibility for workforce management, staffing strategy, performance optimization, and delivery of services to large, diverse customer populations.
• Proven ability to analyze and manage operational performance metrics and KPIs (e.g., call volume, service levels, response times, customer satisfaction), using data-driven insights to drive continuous improvement and operational efficiency.
• Strong leadership and team development skills, with experience coaching and developing managers and staff, fostering accountability, collaboration, and a high-performance, customer-focused culture.
• Experience managing government or large-scale contracts and ensuring regulatory compliance, including knowledge of data privacy, performance standards, quality assurance frameworks, and vendor/subcontractor oversight.
• Military experience, Veteran status, or Wounded Warrior status.
• PMP Certification.

Qualifications

• Bachelor’s degree in Business Management, Mental Health, or a related field (Master’s degree preferred).
• 5+ years of progressive leadership experience with large-scale contact center operations, including managing 24/7/365 environments.
• Demonstrated experience leading high-volume contact centers (300+ staff) with responsibility for workforce management, staffing strategy, performance optimization, and delivery of services to large, diverse customer populations.
• Proven ability to analyze and manage operational performance metrics and KPIs (e.g., call volume, service levels, response times, customer satisfaction), using data-driven insights to drive continuous improvement and operational efficiency.
• Strong leadership and team development skills, with experience coaching and developing managers and staff, fostering accountability, collaboration, and a high-performance, customer-focused culture.
• Experience managing government or large-scale contracts and ensuring regulatory compliance, including knowledge of data privacy, performance standards, quality assurance frameworks, and vendor/subcontractor oversight.
• Military experience, Veteran status, or Wounded Warrior status.
• PMP Certification.

Skills

• Project management expertise.
• Leadership and team development.
• Data analysis and management.
• Regulatory compliance.
• Customer service and satisfaction.
• Workforce management.
• Vendor/subcontractor oversight.

Benefits

Not specified.

Pay

$105,300.00 - $190,350.00

Schedule

Not specified.