Director, Contact Center Performance & Operations
New
Remote - WAFull-TimeDirector
Salary140,400 - 219,375 USD per year
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Job Details
- Languages
- English
- Experience
- 7+ years
- Required Skills
- SQLMicrosoft Power BIQuality AssuranceData analyticsChange ManagementDatabricks
Requirements
- Bachelor’s degree in business, operations, management, or related fields.
- 7+ years of contact center operations leadership experience or equivalent service operations.
- Proven experience managing and developing leaders responsible for multi‑functional operational execution.
- Background in regulated industries such as healthcare, financial services, or insurance.
- Experience leading operations for businesses with significant scale, multi‑channel support, or distributed teams.
- Strong understanding of contact center performance drivers like service levels, throughput, and client satisfaction.
- Familiarity with contact center platforms including ACD/IVR, CRM, workforce management, and QA tools.
- Experience using data analytics tools like SQL, Power BI, or Databricks.
- Ability to partner across IT, Product, Marketing, HR/P&O, and Finance for change management.
- Knowledge of operational controls, regulatory requirements, and escalation frameworks.
Responsibilities
- Lead the Contact Center Operations function to ensure seamless experiences for clients, pet owners, and veterinary teams.
- Establish operating rhythms, governance, and performance expectations across workforce management, training, and quality.
- Own end-to-end operational performance, service levels, compliance, and operational readiness.
- Oversee training strategy and execution, including onboarding and ongoing capability development.
- Lead internal program and project management for operations, ensuring successful adoption of new initiatives.
- Translate organizational priorities into measurable goals and KPIs to drive accountability.
- Ensure quality assurance through monitoring, trend analysis, and interaction reviews.
- Partner with cross-functional leaders to integrate systems and streamline workflows.
- Leverage data and insights to optimize capacity and identify efficiency opportunities.
- Build and develop a high-performing operations leadership team.
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