Director - Call Center Operations
Core
Lead the performance, governance, and operational oversight of outsourced and captive contact center partners to ensure exceptional service delivery and continuous improvement.
Role type
Director of Call Center Operations (Strategic Partner Management)
Builds
Scalable, high-performing contact center solutions for clients in healthcare, retail, government, education, telecom, technology, e-commerce, and financial services.
Domain
Business Process Outsourcing (BPO) / Customer Experience (CX)
Required skills
Strategic partner management, operational governance, performance framework development, business review facilitation, continuous improvement leadership, cross-functional stakeholder alignment, risk and issue management, budget and financial performance analysis, reporting and dashboard design, team mentorship.
Preferred skills
Global/multinational operations experience, vendor selection and RFP management, Lean Six Sigma/COPC/PMP certifications, enterprise-scale client support, large-scale operational transformation.
Technologies
CRM platforms, workforce management systems, operational analytics tools, reporting tools.
Responsibilities
Lead strategy and governance for contact center partners; develop executive relationships with partner leadership; establish performance frameworks for service levels and quality; conduct regular business and operational reviews; drive continuous improvement in efficiency and cost; partner with internal teams (Ops, WFM, QA, Tech, Finance); monitor trends and implement corrective actions; lead governance and escalation processes; support partner onboarding and transitions; evaluate financial performance; develop reporting dashboards; mentor partner management teams; collaborate on long-term operational strategies.
Seniority
Director, strategic leadership & partner oversight