Senior Director - Contact Center

Sr Director Contact Center (Spanish Bilingual)

 

As the Sr Director of the contact center, you will be responsible for the strategic planning and execution of all call center operations. This role will be responsible for the day-to-day operations, interactions, and escalations. This role will manage and lead all processes to continuously improve customer experience and implement process changes with a tactical emphasis on Key Performance Indicators (KPIs), people, processes, quality, workforce planning, and systems. As the Sr Director of the contact center, success is measured by the organization’s ability to provide high-quality services while meeting Service Level Targets, improving call performance, increasing resource use, and achieving metrics. You will actively contribute to the overall company operational targets as well as daily business decisions. This role continually leads and inspires the team to develop and document best practices in performin...