Lead financial performance of the contact center, balancing cost efficiency with customer satisfaction.
Ensure compliance with industry regulations and data privacy standards.
Develop and implement KPI frameworks and real-time dashboards for workforce planning and performance optimization.
Oversee customer care and contact center units to ensure high-quality service across all customer touchpoints.
Ensure timely and accurate handling of inquiries related to policy servicing, billing, coverage, and account updates.
Foster a culture of continuous improvement in systems, processes, and user experience.
Lead digital transformation initiatives, including the adoption of AI, automation, and advanced telephony/CRM platforms.
Drive modernization of service delivery and scalability.
Serve as the strategic voice of the Contact Center, influencing organizational strategy, product design, and customer engagement.
Mentor and coach managerial staff to build a strong leadership bench and high-performance culture.
Align departmental goals with broader organizational objectives to ensure consistency and accountability.
Ensure efficient and professional handling of customer interactions in line with corporate standards.
Set and monitor performance expectations and key service metrics.
Drive continuous improvement in service quality, response times, and customer satisfaction.
Optimize workforce management and implement technologies to enhance operational workflows and productivity.

10 years of contact center experience including leadership of the contact center teams.
6 years of experience in a leadership role.
Financial and operational leadership, with experience balancing cost efficiency, service levels, and customer experience.
Strategic thinker with strong problem-solving and decision-making abilities.
Expertise in contact center performance management, including KPIs, workforce planning, analytics, and service‑level optimization.
Proven experience leading digital transformation, including CRM, telephony, automation, AI, and scalable service models.
Ability to leverage customer insights and data to drive retention, loyalty, and growth.
Change management, cross‑functional influence, and oral and written communication skills.
Bachelor’s degree in Business or related field

Medical & Prescription Insurance
Health Savings Account
Dental Insurance
Vision Insurance
Short and Long Term Disability
Flexible Spending Accounts
Life and Accidental Death & Disability
Accident and Critical Illness Insurance
Employee Assistance Program
401(k) Plan with Company Match
Pet Insurance
Paid Time Off . Standard first year PTO is 17 days , pro-rated based on month of hire.
Enhance d PTO may be available for experienced candidates
Bonus eligible based on performance

Director – Contact Center

Key skills