About this opportunity
LHH lists this Director of Contact Center Operations opportunity in charlotte, North Carolina. Review the employer’s description below for duties, qualifications and application requirements.
Job description
We are partnering with a rapidly growing service organization seeking a Director of Contact Center Operations to lead and optimize a multi-site inbound customer contact center supporting a nationwide operation. This is a highly visible leadership role with the opportunity to shape strategy, drive performance, and influence the future of customer engagement across a growing platform.
Apply below after reading through all the details and supporting information regarding this job opportunity.
About the Opportunity
This is not a day-to-day call center management role. You will oversee an established leadership team and focus on strategic initiatives that improve customer experience, operational efficiency, workforce planning, technology adoption, and business partnership across multiple locations.
The organization is investing heavily in operational excellence and customer experience, including evaluating and implementing AI-enabled solutions to improve call center performance and scalability.
What You'll Be Responsible For
Leading contact center strategy, performance, and continuous improvement initiatives
Developing and monitoring KPIs related to service levels, booking conversion, call quality, customer satisfaction, and operational efficiency
Partnering with business leaders across multiple locations to drive alignment and performance
Evaluating and implementing AI, automation, and workforce management solutions
Enhancing forecasting, staffing models, reporting, analytics, and workforce optimization practices
Coaching and developing leadership teams while fostering a culture of accountability and service excellence
Driving process improvements and scalability initiatives in support of continued organizational growth
Leveraging data and analytics to influence decisions and identify opportunities for improvement
What We're Looking For
7+ years of progressive leadership experience within a contact center or customer operations environment
Director-level experience leading multi-site or multi-location operations
Preferred experience in home services, field services, service dispatch, customer care operations, or other multi-location, high-volume inbound contact center environments supporting service-based businesses.
Strong workforce management, forecasting, scheduling, and operational planning expertise
Experience improving key performance metrics through data-driven decision making
Advanced Excel and analytics skills
Experience evaluating, implementing, or optimizing AI, automation, chatbot, or digital customer engagement solutions
Strong executive presence with the ability to influence stakeholders without direct authority
Proven success building relationships across decentralized operations or field-based organizations
Demonstrated ability to lead through growth, change, acquisitions, or organizational transformation
This is a rare opportunity to join a growing organization at a pivotal stage of expansion. xqrzhdi You'll have the chance to influence enterprise-wide customer experience strategy, lead the adoption of emerging technologies, and partner directly with senior leadership to shape the future of a high-performing contact center operation.
Location: Charlotte, NC area preferred
Travel: Occasional travel as needed
If you are a collaborative, data-driven contact center leader who excels at workforce optimization, operational strategy, and leading through influence, we'd love to hear from you.
Worksite address
charlotte, NC, 28269, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.