About this opportunity
GT Independence lists this Director, Call Center Operations opportunity in remote, Oregon. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Key Responsibilities
* Run high-quality operations. Oversee inbound and outbound call handling, staffing coverage and service delivery, and step in hands-on when volume or staffing requires it.
* Lead the operating model. Design and implement a scalable, enterprise-wide approach to call handling across state programs, partnering with local leaders through the transition.
* Standardize and improve. Establish consistent standard operating procedures, scripts, escalation paths and best practices across frontline teams, and drive continuous improvement through root-cause analysis.
* Optimize the technology. Configure and continually improve IVR and call flows, routing and skills, callbacks and self-service, working with Ops teams, IT and vendors.
* Own workforce management. Lead forecasting, staffing models, scheduling and real-time management to match staffing to demand and optimize cost to serve.
* Measure what matters. Define and report KPIs for service, quality, efficiency and customer experience, and hold teams accountable to clear standards.
* Bring in AI and automation. Help identify and implement AI, automation and self-service tools that improve responsiveness, reduce manual work and help people get answers faster.
* Build the team. Recruit, coach and develop managers, supervisors and frontline staff, building a culture of accountability, empathy and continuous improvement.
Required Qualifications
* 8+ years of contact center operations experience, including 5+ years leading multi-site or remote teams in a high-volume environment
* Deep call center operations expertise:
* IVR, call flow, skills and routing configuration;
* workforce management and staffing optimization;
* inbound and outbound call handling;
* performance metrics and KPIs
* Strong hands-on experience with enterprise telephony and cloud contact center platforms
* A track record of standardizing processes and improving performance across multiple teams or locations
* Strong analytical and financial skills: KPI reporting, staffing models, business cases and ROI
* Excellent communication and cross-functional partnership skills
* Bachelors degree or equivalent experience
Preferred Qualifications
* Genesys Cloud or other top tier system experience
* Experience implementing contact center AI (virtual agents, agent assist, call summarization)
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.