Sr. Director, Enterprise Call Center Support - (Hybrid in Holland, OH)

About the role

Velocity is seeking a Senior Director, Enterprise Call Center Support to provide strategic leadership, operational performance, and continuous improvement of the organization's Call Center operations. This role has direct accountability for enterprise client relationships that depend on call center support, ensuring a consistent, scalable, and high-quality customer experience across all channels while aligning with company service commitments, customer expectations, and business objectives.

The Senior Director will lead the evolution of Call Center operations through workforce optimization, intelligent automation, AI-enabled customer support tools, advanced analytics, and process improvement. This leader will personally own the executive relationship with Velocity's largest enterprise accounts, focusing on improving service levels, customer satisfaction, employee performance, operational efficiency, and the overall customer journey.

Responsibilities

• Call Center Leadership & Strategy
  • Provide strategic leadership and direction for Call Center operations, including frontline agents, supervisors, managers, and supporting functions.
  • Develop and execute the Call Center strategy in alignment with company growth, customer experience, and service excellence objectives.
  • Establish operational standards, governance, policies, and best practices for customer support delivery.
  • Create a culture of accountability, performance, customer focus, and continuous improvement.
  • Ensure appropriate staffing models, leadership coverage, and operational readiness to support customer demand.
• Enterprise Client & Account Relationship Management
  • Serve as the senior escalation point and executive relationship owner for enterprise client accounts, ensuring commitments in service level agreements and contracts are met or exceeded.
  • Partner directly with enterprise client stakeholders and internal Client Success and Account Management teams to understand evolving needs, set expectations, and resolve high-impact issues.
  • Represent the Call Center organization in enterprise client business reviews, presenting performance results, improvement plans, and roadmap items.
  • Identify opportunities to strengthen enterprise client relationships through proactive communication, tailored service models, and value-added support offerings.
• Customer Experience & Service Delivery
  • Champion an exceptional customer experience across all Call Center interactions and support channels.
  • Develop strategies to improve first contact resolution, response times, service quality, and customer satisfaction.
  • Establish and maintain quality assurance programs, call monitoring standards, coaching processes, and customer experience best practices.
  • Analyze customer feedback, contact drivers, escalations, and service trends to identify opportunities for improvement.
  • Ensure effective escalation management and timely resolution of complex customer concerns.
  • Partner with Client Success and other customer-facing teams to ensure support delivery aligns with customer commitments and expectations.
• AI, Automation & Digital Support Strategy
  • Lead the adoption of AI-enabled customer support tools, intelligent automation, and digital self-service capabilities within the Call Center.
  • Implement technologies such as intelligent virtual assistants, AI-assisted agent tools, automated interaction routing, knowledge management systems, and self-service platforms.
  • Identify opportunities to automate repetitive administrative and customer support activities while maintaining a high-quality customer experience.
  • Leverage AI-driven insights and analytics to improve agent performance, customer interactions, forecasting, and operational decision-making.
  • Continuously evaluate emerging Call Center technologies, including AI copilots, conversational AI, workforce optimization platforms, and digital customer engagement tools.
• Operational Excellence & Workforce Management
  • Drive continuous improvement in Call Center performance, efficiency, productivity, and customer satisfaction.
  • Establish, monitor, and improve key performance indicators, service levels, and quality metrics.
  • Oversee workforce planning, forecasting, scheduling, capacity management, and real-time performance management.
  • Optimize call flows, routing strategies, escalation processes, and customer support workflows.
  • Use data and analytics to identify performance gaps, improve resource allocation, and increase operational efficiency.
  • Develop strategies to manage call volume fluctuations and maintain appropriate service levels.
• Team Leadership & Organizational Development
  • Build, mentor, and lead a high-performing Call Center leadership team.
  • Develop managers and supervisors through structured coaching, performance management, succession planning, and leadership development.
  • Establish clear performance expectations and accountability across the Call Center organization.
  • Partner with Human Resources and Talent Acquisition on workforce planning, hiring strategies, retention, engagement, and employee development.
  • Create a positive, inclusive, and customer-focused culture that supports employee engagement and career growth.
  • Lead change management initiatives associated with new processes, technologies, and operating models.
• Quality, Training & Performance Management
  • Oversee quality assurance, training, onboarding, and ongoing development programs for Call Center employees.
  • Ensure training programs effectively prepare employees to deliver accurate, professional, and customer-focused support.
  • Use performance data, quality results, and customer feedback to identify coaching and development needs.
  • Develop consistent performance management practices and improvement plans.
  • Ensure knowledge resources, procedures, and training materials remain accurate, accessible, and current.
• Cross-Functional Collaboration
  • Partner with Client Success, Sales, Technology, Product, Human Resources, and other internal teams to improve the customer experience and operational effectiveness.
  • Collaborate with business leaders to understand customer needs, service requirements, and anticipated demand.
  • Support company initiatives related to customer experience, digital transformation, automation, and operational scalability.
  • Ensure effective communication and coordination between the Call Center and other departments responsible for customer support and service delivery.
• Process & Technology Optimization
  • Evaluate and implement Call Center technologies that improve customer experience, workforce productivity, quality, and operational efficiency.
  • Optimize CRM, contact center, workforce management, quality management, knowledge management, and reporting tools.
  • Develop scalable processes and workflows that support business growth and evolving customer needs.
  • Promote disciplined process management, documentation, and continuous improvement practices.
• Reporting & Executive Communication
  • Provide executive-level reporting on Call Center performance, customer experience, staffing, operational risks, and improvement initiatives.
  • Present actionable insights and recommendations based on service metrics, workforce data, quality results, and customer trends.
  • Develop dashboards and reporting that provide visibility into operational performance and business outcomes.
  • Identify emerging trends, risks, and opportunities and recommend strategies to improve Call Center effectiveness.

Requirements

• Bachelor's degree in Business, Management, Communications, Information Technology, or a related field required; MBA or advanced degree preferred.
• 10+ years of experience in call center, contact center, customer support, or service operations.
• 5+ years of senior leadership experience managing large, multi-layered customer support teams.
• 5+ years of experience managing enterprise or strategic client relationships within a service delivery organization.
• Demonstrated experience leading high-volume Call Center operations and improving customer experience and operational performance.
• Experience with workforce management, quality assurance, performance management, and customer support technologies.
• Experience implementing automation, AI-enabled support tools, or digital customer service solutions preferred.
• Experience within managed services, telecommunications, technology, SaaS, or other complex service environments strongly preferred.

Skills

• Strong leadership and organizational management capabilities.
• Deep understanding of Call Center operations, workforce management, quality assurance, and customer experience practices.
• Skilled at building trusted, executive-level relationships with enterprise clients and internal stakeholders.
• Strong analytical and data-driven decision-making skills.
• Experience with contact center platforms, CRM systems, workforce management tools, and performance analytics.
• Knowledge of AI-enabled customer support technologies and intelligent automation.
• Excellent executive communication, presentation, and stakeholder management skills.
• Proven ability to improve service levels, customer satisfaction, employee engagement, and operational efficiency.
• Strong change management and continuous improvement capabilities.

Key Performance Indicators (KPIs)

• Customer satisfaction (CSAT)
• Enterprise account retention and satisfaction (e.g., account-level NPS/CSAT)
• First contact resolution (FCR)
• Service level and average speed of answer (ASA)
• Average handle time (AHT)
• Abandonment rate
• Call and interaction quality scores
• Customer escalation volume and resolution
• Agent productivity and schedule adherence
• Employee engagement, retention, and turnover
• Training effectiveness and time to proficiency
• Self-service and automation adoption
• Operational efficiency and cost per contact

About Velocity

Velocity MSC started in 2005 with a customer-obsessed approach, combining customized voice and data network solutions and support services to enhance how multi-location enterprises communicate and do business. Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S., Velocity is an unstoppable force.

Benefits

• Medical, Dental, Vision
• PTO & Paid Holidays
• Paid Sick Time
• 401K – with Employer Match
• Paid Parental Leave
• Company-provided Life Insurance, Short/Long-Term Disability
• Supplemental Benefits Available

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique, strengthening connections with team members, customers, and communities.

Values