Director, Contact Center Operations

Position Summary

This position reports to the VP of Customer Care and Experience and is responsible for the overall leadership, performance, and growth of the call center and BPO support operation. This role manages contact center/BPO staff, operations, and customer interactions across multiple channels, including phone, chat, email, and AI-powered self-service—while ensuring compliance, efficiency, and superior customer experience. The Director will leverage automation and artificial intelligence to scale service delivery, optimize workforce performance, and enhance the customer journey.

Job Responsibility

Operational & Performance Management

• Manage contact center results to meet or exceed organizational expectations and KPIs.
• Oversee expansion of the contact center to support business growth, new technologies, and additional service channels.
• Actively participate in operational reviews and provide data-driven insights to senior leadership.
• Manage employee performance to minimize turnover and maximize results.

KPI Ownership & Performance Analytics

• Manage contact center results to meet or exceed organizational expectations and KPIs.
• Define, monitor, and report on key performance indicators (KPIs) such as service levels, average handling time, first contact resolution, customer satisfaction and AI bot containment rates.
• Use advanced analytics and AI-driven insights to identify trends, predict customer needs, and implement proactive improvements.
• Continuously optimize staffing models, workforce management, and automation to achieve performance goals.
• Establish accountability frameworks to ensure team members understand their impact on KPI results.
• Present KPI performance, trends, and action plans to executive leadership regularly.

People Leadership

• Recruit, hire, train, discipline, evaluate, and discharge employees in alignment with company policies, and BPO guidelines.
• Assess the quality of operations and personnel, ensuring continuous improvement.
• Foster a culture of accountability, collaboration, and customer-centricity.
• Communicate effectively across all levels of the organization to ensure alignment.

Job Responsibilities Cont.

AI, Technology & Digital Channel Integration

• Drive the adoption and optimization of AI-powered service tools (chatbots, virtual agents, knowledge systems, speech analytics).
• Ensure AI systems are trained, monitored, and ethically deployed to improve efficiency and personalization.
• Advocate for digital and online channel strategy while communicating its value to field operations.
• Anticipate and communicate the impacts of online and phone channels on field operations to senior leadership.
• Partner with IT and cross-functional leaders to ensure call center systems remain secure, scalable, and compliant.

Customer Experience & Issue Resolution

•  Mitigate risk by ensuring teams document and follow through to resolve escalated customer complaints in a timely and professional manner.
• Partner with the compliance team to monitor and respond to all high-risk complaints.
• Use data analytics and AI-driven insights to identify trends, reduce repeat contacts, and enhance customer satisfaction.
• Partner with Marketing, Communications, and Operations teams to continuously improve customer engagement.

Education Required

Bachelor’s Degree and/or 15+ years’ experience in a call center environment. 

Experience Required

•  Extensive experience in a Call Center within Financial Servicing or like industry.
• Strong positive reputation with peers and colleagues.
• Proven contact center supervisory experience, with exposure to digital and AI-enhanced customer service operations.

Knowledge Required

Excellent written and verbal communications skills; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment.  Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products.

• Understanding voice network technology solutions and modern high-tech call center tools.
• Familiarity with AI, automation, and data analytics in a customer service environment preferred.

Physical Requirements

Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; driving and having access during the workday to an insured and reliable transportation; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

Competencies

Travel

10% or as needed.

Attire

Business Casual

Other

Must be eligible to work in the USA and able to pass a background check.