contact center director

Storable

<div>
 
 Overview
 
 
 The Director of Call Center Operations will own the end-to-end strategy, performance, and evolution of Storable&rsquo;s Marketplace contact center. This is a senior leadership role responsible for maximizing revenue, efficiency, and customer experience across a BPO-operated, B2C contact center that serves as a critical growth engine for the Marketplace business.
 
 
 This leader will ensure Storable is partnered with the right BPOs, operating with the right technology stack, and using the right performance frameworks to scale revenue predictably. The Director will operate at a strategic level&mdash;setting vision, defining success metrics, and holding partners accountable&mdash;while empowering internal leaders and BPO teams to execute.
 
 
 The ideal candidate brings deep experience running revenue-generating contact centers with BPO partners, is highly data-driven, and has a forward-looking mindset around AI, automation, and the future of voice-based customer engagement. This role will report to the GM of Marketplace and serve as the primary executive owner of contact center performance.
 
 
 &nbsp; Key Responsibilities
 
 <ul>
 <li>
 Own the Marketplace contact center strategy and performance end-to-end, including revenue, conversion, cost efficiency, and customer experience
 </li>
 <li>
 Evaluate, select, and manage BPO partners to ensure strong operational execution and long-term scalability
 </li>
 <li>
 Define and evolve the contact center operating model across people, process, and technology
 </li>
 <li>
 Establish clear KPIs, performance targets, and governance models for internal teams and external partners
 </li>
 <li>
 Lead executive-level performance reviews, forecasting discussions, and strategic planning for the contact center
 </li>
 <li>
 Partner closely with Marketplace leadership, Product, Revenue, and Analytics to optimize the consumer funnel and monetization strategy
 </li>
 <li>
 Drive the roadmap for contact center technology, including CRM, telephony, analytics, QA, and AI-enabled solutions
 </li>
 <li>
 Identify and execute opportunities to leverage AI and automation (including voice agents) to improve efficiency, scale, and customer experience
 </li>
 <li>
 Ensure strong financial discipline through capacity planning, budgeting, and ROI analysis
 </li>
 <li>
 Build, mentor, and develop internal leadership to support execution while maintaining strategic focus
 </li>
 </ul>
 
 
 
 Required Competencies
 
 
 
 <ul>
 <li>
 Senior leadership experience owning a revenue-generating B2C contact center function
 </li>
 <li>
 Deep experience working with and scaling BPO-operated contact centers
 </li>
 <li>
 Proven ability to drive performance through data, analytics, and structured operating rhythms
 </li>
 <li>
 Strong business acumen with experience balancing growth, efficiency, and customer experience
 </li>
 <li>
 Executive-level communication skills with the ability to influence across senior leadership teams
 </li>
 <li>
 Experience selecting, implementing, and optimizing contact center technologies
 </li>
 <li>
 Ability to operate under broad direction while setting vision and driving outcomes
 </li>
 </ul>
 
 Preferred Competencies
 
 <ul>
 <li>
 Direct experience launching or managing AI voice agents or advanced contact center automation
 </li>
 <li>
 Experience in Marketplace, e-commerce, or transactional consumer environments
 </li>
 <li>
 Background working with nearshore or offshore contact centers in Latin America
 </li>
 <li>
 Experience scaling contact center operations during periods of rapid growth or transformation
 </li>
 <li>
 Familiarity with M&amp;A or post-acquisition integration of contact center operations
 </li>
 </ul>
 
 
 
 &nbsp;
 
 
 
 
 All applicants must be currently authorized to work in the United States on a full-time basis.
 
 
 
 Storable is a fully distributed company, but is currently only registered for employment in certain states.
 
 To be eligible for employment, you must reside in the following states: &nbsp;AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY.&nbsp;
 
 
 About Us:
 
 
 At Storable, we&rsquo;re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV &amp; camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments, and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com
 
 
 At the heart of Storable is our &ldquo;Win More&rdquo; culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. As we continue to grow, we are embracing an AI-forward approach by thoughtfully integrating intelligent automation, advanced analytics, and data-driven insights into our platform and operations to help our customers and teams operate smarter, move faster, and win more than ever before.
 
 
 Benefits and Perks:&nbsp;
 
 <ul>
 <li>
 Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
 </li>
 <li>
 401(k) match after 60 days, 100% vested after 1 year.
 </li>
 <li>
 Employer contribution to your HSA, plus an HRA to help offset your deductible.
 </li>
 <li>
 Instant access to flexible vacation. We trust you, so we have a &lsquo;take what you need&rsquo; vacation policy.
 </li>
 <li>
 Be More &ndash; company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
 </li>
 <li>
 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
 </li>
 <li>
 8 hours of Rest, Relax, Recharge time to care for your mental health.
 </li>
 <li>
 Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
 </li>
 <li>
 Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
 </li>
 <li>
 &rsquo;Paw&rsquo;ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
 </li>
 <li>
 Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
 </li>
 <li>
 $50 monthly home data stipend, plus a home office sign-on bonus of $250.
 </li>
 <li>
 Fertility care support options to help in your journey towards parenthood.
 </li>
 <li>
 Access to financial experts to help you make informed decisions and achieve your financial goals.
 </li>
 <li>
 Direct Student Loan Payment Program, some qualifications and eligibility rules apply.
 </li>
 </ul>
 
 Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.
 
 
 Important Notice: To protect yourself from fraudulent activities, please consider the following:&nbsp;
 
 
 - Official Communication: All genuine communication from Storable will come from official email addresses, ending in &ldquo;@storable.com.&rdquo; Be cautious of any communication that doesn&rsquo;t match this criteria.
 
 - No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it&rsquo;s a red flag.
 
 - Verification: If you&rsquo;re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at POps@storable.com for verification.
 
 
 Your security and trust are paramount to us. If you suspect you&rsquo;ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to POps@storable.com
 
 
 Pay Transparency at StorableAt Storable, we believe in the power of transparency to help our employees Do More and Win More. We value our employees and want to ensure equity and fairness in compensation, which is why we make sure to include the salary range or hourly rate in each job posting.The range listed below is reflective of the base salary market potential for the role over time. The compensation we will offer for this role is within this range and is based on our internal budget along with your skills and experience level. Please talk to your recruiter about the variable pay plan and earning potential for this role.
 
 
 Potential Pay Range: $140,000 USD - $160,000 USD
 
</div>

Call Center Director

IntouchCX

<div>
 
 About IntouchCX
 
 
 
 IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
 
 
 
 About The Job
 
 
 
 Are you looking for an exciting new challenge? IntouchCX is looking for you!
 
 
 As one of the world&rsquo;s leading outsourcing companies, IntouchCX is seeking our next generation of leaders. By fostering a bold and competitive culture, we set the bar for excellence, both internally and within the BPO industry.
 
 
 We&rsquo;re hiring a Director of Operations to be involved in all facets of the contact center operations including hiring, training, quality control, reporting, performance optimization and partner services. Our ideal candidate is a fearless leader with a drive to deliver extraordinary results.
 
 
 As Director of Operations, You Will&hellip;
 
 
 <ul>
 <li>
 Drive &ldquo;best practices&rdquo; in all areas of responsibility
 </li>
 <li>
 Ensure proper planning, staffing, training and development is achieved across all teams
 </li>
 <li>
 Be responsible for ramp-up drives and goals
 </li>
 <li>
 Create action plans for continuous growth and improvement, business development and client satisfaction
 </li>
 <li>
 Drive results and performance optimization through client specific internal KPIs and financials, while ensuring Service Level Agreements are met with optimum quality and service
 </li>
 <li>
 Direct and audit to ensure adherence to corporate policies and processes, while honoring client specific policies &amp; processes
 </li>
 <li>
 Support and drive the IntouchCX culture within teams and at our campuses, while also integrating partner culture
 </li>
 <li>
 Motivate and inspire teams, while building trusting relationships throughout the organization
 </li>
 <li>
 Develop and execute motivational incentives on the floor
 </li>
 <li>
 Partner with stakeholders across the organization in a collaborative manner to ensure consistency within Operations
 </li>
 <li>
 Maintain close auditing cadence through reporting, observations and personal contact
 </li>
 <li>
 Work directly with Operations Workforce Optimization teams to deliver client staffing requirements
 
 
 </li>
 </ul>
 As Director of Operations, You Have&hellip;
 
 
 <ul>
 <li>
 Post-secondary diploma or degree with a major in Business
 </li>
 <li>
 7 - 9 years of experience in contact center leadership, including managing cross-functional teams
 </li>
 <li>
 5 years of relevant experience in client relationship management
 </li>
 <li>
 Experience in analyzing/influencing profit &amp; loss statements and performing cost analysis
 </li>
 <li>
 Experience with maintaining and developing operational statistics, financial management information and results reporting
 </li>
 <li>
 Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments
 </li>
 <li>
 Excellent organizational and time management skills with the ability to work under tight deadlines
 </li>
 <li>
 The ability and motivation to meet program and internal business KPIs
 </li>
 <li>
 The ability to implement change and innovation throughout teams
 </li>
 </ul>
</div>

Director of Operations

Medical Service Company

<div><div>At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).</div>
<div></div><div>MSC is a 13 -Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work!</div>
<div></div><div>MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.</div>
<div></div><div>In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success!</div>
<div></div><div><div><div>We are excited to announce that we are hiring for a full-time hybrid position. Work in our office location on Tuesdays, Wednesdays, and Thursdays, and enjoy the flexibility of remote work on other days. Benefits included!</div>
<div></div><div>Apply today to become a part of our dynamic team!</div>
</div></div><div><ul><li>Competitive Pay</li>
<li>Advancement Opportunities</li>
<li>Medical, Dental &amp; Vision Insurance</li>
<li>HSA Account w/Company Contribution</li>
<li>Pet Insurance</li>
<li>Company provided Life and AD&amp;D insurance</li>
<li>Short-Term and Long-Term Disability</li>
<li>Tuition Reimbursement Program</li>
<li>Employee Assistance Program (EAP)</li>
<li>Employee Referral Bonus Program</li>
<li>Social Recognition Program</li>
<li>Employee Engagement Opportunities</li>
<li>CALM App</li>
<li>401k (with a matching program) / Roth IRA</li>
<li>Company Discounts</li>
<li>Payactiv/On-Demand Pay</li>
<li>Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays</li>
</ul></div><div><div><div>The Director, Contact Center Operations leads all contact center functions at Medical Service Company, driving standardization, best‑in‑class customer service, and operational efficiency. This role ensures a consistent, high‑quality patient experience across all contact channels by leveraging data, technology, and innovation. The leader will advance the use of virtual voice agents, AI, and automation to improve responsiveness, reduce manual work, and scale operations effectively.</div>
<div></div><div><div>Responsibilities and Duties:</div>
<div></div><div>Contact Center Leadership &amp; Oversight</div>
<ul><li>Provide end-to-end leadership for all Medical Service Company revenue cycle contact center operations, ensuring consistent execution across teams.</li>
<li>Establish and maintain standardized workflows, policies, and procedures to drive consistency, quality, and scalability.</li>
<li>Ensure delivery of best-in-class customer service by setting clear service standards, monitoring performance, and driving continuous improvement in patient experience.</li>
</ul><div>Standardization &amp; Process Excellence</div>
<ul><li>Lead enterprise-wide standardization of contact center processes, scripting, escalation paths, and performance expectations.</li>
<li>Identify variation, inefficiencies, and breakdowns in workflows; drive root-cause analysis and sustainable solutions.</li>
<li>Partner cross-functionally (IT, Revenue Cycle, Clinical, Quality, Compliance, HR) to align contact center processes with organizational goals and regulatory requirements.</li>
</ul><div>Customer Experience &amp; Quality</div>
<ul><li>Own customer service strategy and execution in relation to contact centers, ensuring interactions are empathetic, compliant, efficient, and solution-oriented.</li>
<li>Oversee scripting standards and tools to ensure accuracy, compliance (HIPAA), and consistency across all contact channels.</li>
<li>Leverage quality monitoring, coaching, and feedback loops to continuously elevate team member performance and patient satisfaction.</li>
</ul><div>Technology, Virtual Agents &amp; AI Enablement</div>
<ul><li>Drive adoption and optimization of virtual voice agents, AI, and automation to improve access, reduce handle time, and increase self-service.</li>
<li>Partner with technology teams to identify opportunities where AI and digital tools can eliminate manual work, reduce errors, and enhance the customer journey.</li>
<li>Use data and insights from AI tools, call analytics, and reporting to inform staffing models, process improvements, and strategic decisions.</li>
</ul><div>Performance Management &amp; Analytics</div>
<ul><li>Establish and manage KPIs across productivity, quality, service levels, and customer satisfaction.</li>
<li>Analyze trends and performance data to proactively address risks, identify opportunities, and guide operational strategy.</li>
<li>Ensure leaders and teams are held accountable to performance standards through clear expectations, coaching, and development plans.</li>
</ul><div>People Leadership &amp; Development</div>
<ul><li>Build, mentor, and develop high-performing leadership teams with a focus on accountability, engagement, and growth.</li>
<li>Ensure consistent training, onboarding, and ongoing development aligned to standardized processes and service expectations.</li>
<li>Foster a culture of innovation, continuous improvement, and customer-centric thinking.</li>
</ul><div>Compliance &amp; Governance</div>
<ul><li>Ensure contact center operations comply with payer requirements, billing procedures, and all federal, state, and local regulations.</li>
<li>Maintain strict adherence to HIPAA and patient confidentiality standards.</li>
<li>Stay informed of regulatory and policy changes and proactively adjust operations as needed.</li>
</ul>
<div></div><div>Qualifications:</div>
<div></div><div>Education: Undergraduate Degree, Business Administration preferred.</div>
<div></div><div>Experience/Knowledge/Skills/Physical Requirements:</div>
<div></div><ul><li>Minimum of five (5) years of progressive leadership experience in contact center operations.</li>
<li>Demonstrated success leading large, multi-team contact center environments.</li>
<li>Strong background in process standardization, performance management, and operational transformation.</li>
<li>Experience leveraging technology, automation, virtual agents, or AI to drive efficiency and improve customer experience.</li>
<li>Data-driven leader with strong analytical, problem-solving, and decision-making skills.</li>
<li>Excellent verbal and written communication skills with a customer-first mindset.</li>
<li>Proficiency in contact center technologies, reporting tools, and Microsoft Office.</li>
<li>Strategic thinker with the ability to translate vision into execution.</li>
<li>Comfortable leading change and driving adoption of new tools and ways of working.</li>
<li>Collaborative partner who builds strong cross-functional relationships.</li></ul></div></div></div></div><div></div>

Director, Contact Center Operations

MTM Health

<div>What Will Your Job Look Like?
The Director, Customer Self Service &amp; Automation is responsible for developing and executing the enterprise wide self-service strategies and AI‑enabled transformation within MTM&rsquo;s customer service and transportation coordination operations. This role ensures that advanced self-service utilization and AI technologies&mdash;such as conversational AI, automation, predictive analytics, and agent‑assist tools&mdash;are effectively leveraged to improve member experience, enhance operational efficiency, and support MTM&rsquo;s mission of removing community barriers through reliable, high‑quality non‑emergency medical transportation (NEMT) services.
The Director, Customer Self Service &amp; Automation partners with executive leadership, operations, technology, and compliance teams to ensure all self-service applications including AI initiatives align with MTM&rsquo;s contractual obligations, regulatory requirements, and commitment to delivering safe, timely, and member‑centered transportation services.
What You&rsquo;ll Do:
Strategic Planning &amp; Roadmap Development<ul><li>
Establish the long‑term self-service and AI strategy for MTM&rsquo;s contact centers, including chatbot deployment, voice analytics, and automation initiatives that support NEMT scheduling, trip management, and member engagement</li><li>
Evaluate emerging technologies and assess their applicability to MTM&rsquo;s operational model, with a focus on improving access to care and reducing service friction for members, transportation providers, and healthcare partners</li></ul>
AI Implementation &amp; Systems Integration<ul><li>
Lead the design, implementation, and optimization of self-service AI solutions&mdash;including all apps/portals and virtual agents, generative AI, and agent‑assist tools&mdash;across MTM&rsquo;s omnichannel communication platforms (phone, chat, SMS, portal)</li><li>
Ensure seamless integration of AI capabilities with MTM&rsquo;s proprietary trip management systems, CRM platforms, telephony infrastructure, and transportation provider networks</li></ul>
Operational Excellence &amp; Performance Optimization<ul><li>
Use self-service insights to monitor and improve key operational metrics such as call routing accuracy, Average Handling Time (AHT), First Call Resolution (FCR), and on time performance support</li><li>
Deploy predictive analytics to anticipate call volume, identify service risks, and support workforce management and quality assurance functions</li></ul>
Process Automation &amp; Efficiency Initiatives<ul><li>
Identify high‑volume, repeatable processes suitable for automation&mdash;such as eligibility verification, trip status inquiries, and appointment reminders&mdash;to reduce manual workload and improve service consistency</li><li>
Oversee the development and scaling of automation workflows that support MTM&rsquo;s operational commitments and contractual service level agreements (SLAs)</li></ul>
Vendor, Technology, &amp; Compliance Management<ul><li>
Evaluate and manage relationships with the Product team and vendors, ensuring alignment with MTM&rsquo;s enterprise architecture and data governance standards</li><li>
Ensure all solutions comply with HIPAA, CMS guidelines, state Medicaid requirements, and MTM&rsquo;s internal privacy and security policies</li></ul>
Change Management &amp; Workforce Enablement<ul><li>
Lead organizational change initiatives to support self-service adoption, including training programs that prepare contact center staff and transportation coordinators for an augmented workforce model</li><li>
Promote a culture of innovation, responsible self-service and AI use, and continuous improvement across MTM&rsquo;s operational teams</li></ul>
Data Analytics, Insights, &amp; Cross‑Functional Collaboration<ul><li>
Leverage self-service to analyze 100% of member and provider interactions, generating sentiment analysis and actionable insights that inform service improvements</li><li>
Collaborate with MTM&rsquo;s operations, quality, product, and client services teams to translate insights into enhancements that support member satisfaction, provider performance, and contractual outcomes</li></ul>
What You&rsquo;ll need:
Experience, Education &amp; Certifications:<ul><li>
High School Diploma or G.E.D. equivalent</li><li>
Bachelor&rsquo;s degree or equivalent experience</li><li>
8+ years&rsquo; experience in a management role</li><li>
Minimum of 7 years&rsquo; experience in customer service or contact center operations</li><li>
Experience leading large, complex contact center environments</li><li>
Leadership experience with AI‑enabled tools, analytics, or automation platforms in a contact center setting</li><li>
Proven experience designing, implementing, or optimizing self‑service solutions, such as:<ul><li>
IVR and conversational IVR</li><li>
Chatbots / virtual assistants</li><li>
Knowledge bases and FAQs</li></ul></li></ul>
Skills:<ul><li>
Must be results driven and able to communicate effectively with internal and external clients at all levels</li><li>
Ability to prioritize, manage multiple tasks and projects, and meet deadlines</li><li>
Strong focus on customers, accountability, teamwork, collaboration and decisiveness</li><li>
Excellent customer orientation, interpersonal and communication skills with strong follow through</li><li>
Ability to handle a high level of sensitive and confidential matters tactfully and professionally</li><li>
Strong organizational skills and ability to manage multiple projects simultaneously</li><li>
Ability to work well under pressure within a fast-paced environment</li><li>
Strong critical thinking, problem solving and analytical skills</li><li>
Must demonstrate a high level of professionalism and customer service</li><li>
Must demonstrate sound judgment and decision-making skills</li><li>
Ability to acquire and maintain knowledge of MTM processes, protocols, and personnel policies</li><li>
Excellent interpersonal skills and the ability to resolve customer complaints and personnel issues</li><li>
Knowledge of Operational processes</li><li>
Proficiency with Microsoft programs</li><li>
Demonstrated ability to manage through rapid change/growth</li><li>
Proven track record of driving KPI&rsquo;s</li><li>
Ability to maintain a high level of confidentiality</li><li>
Regular attendance</li></ul>
Even better if you have...<ul><li>
Previous experience in the transportation and/healthcare industries</li></ul>
What&rsquo;s in it for you:<ul><li>
Health and Life Insurance Plans</li><li>
Dental and Vision Plans</li><li>
401(k) with a company match</li><li>
Flexible Scheduling</li><li>
Paid Time Off and Holiday Pay</li><li>
Maternity/Paternity Leave</li><li>
Birthday Holiday</li><li>
Casual Dress Environment</li><li>
Tuition Reimbursement</li><li>
MTM Perks Discount Program</li><li>
Milestone Anniversary One Month Sabbatical</li><li>
Leadership Mentoring Opportunities</li></ul>
Salary Min: $120,000
Salary Max: $185,000
Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM&rsquo;s People &amp; Culture.
#MTM</div>

Director, Customer Self-Service & Automation

Hamilton Porter

<div>
 
 
 Call Center Director - Residential &amp; Commercial Energy Services - Clearwater, FL
 
 
 
 
 
 
 Hamilton Porter is a national recruiting firm that partners with companies to help them find and hire all-star talent. We are seeking a highly analytical and results-driven
 
 Call Center Director
 
 to lead and scale a 100+ person call center operation supporting both
 
 telesales and customer service
 
 within the retail energy industry (gas + electric sales). This role is responsible for driving performance through data, building scalable systems and processes, and developing high-performing teams.
 
 
 
 
 
 The ideal candidate combines
 
 strong operational leadership
 
 with deep expertise in
 
 KPIs, analytics, performance optimization
 
 , and has a proven track record of managing large, fast-paced call center environments.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 Performance Management &amp; KPIs
 
 
 <ul>
 <li>
 Own and manage all call center KPIs across sales and service functions, including:
 </li>
 <li>
 Conversion rates / sales per rep; Revenue per call / per agent; Call quality scores; Average handle time (AHT); First call resolution (FCR); Customer satisfaction (CSAT)
 </li>
 <li>
 Attendance, adherence, and occupancy
 </li>
 <li>
 Establish clear performance benchmarks and continuously optimize targets based on data insights
 </li>
 <li>
 Build and maintain real-time dashboards and reporting systems to track performance at agent, team, and department levels
 </li>
 <li>
 Identify trends, gaps, and opportunities to improve efficiency, conversion, and customer experience
 </li>
 </ul>
 
 
 
 
 
 Analytics &amp; Reporting
 
 
 <ul>
 <li>
 Leverage data analytics to drive strategic decisions and operational improvements
 </li>
 <li>
 Develop forecasting models for call volume, staffing needs, and revenue projections
 </li>
 <li>
 Partner with marketing and leadership teams to analyze lead quality, funnel performance, and ROI
 </li>
 <li>
 Conduct regular deep-dive analyses into performance drivers and present actionable insights to executive leadership
 </li>
 <li>
 Implement tools and technologies to improve visibility, attribution, and performance tracking
 </li>
 </ul>
 
 
 
 
 
 Systems, Processes &amp; Optimization
 
 
 <ul>
 <li>
 Design, implement, and continuously refine scalable systems and processes across telesales and customer service operations
 </li>
 <li>
 Standardize workflows, scripts, QA processes, and escalation procedures
 </li>
 <li>
 Drive automation and efficiency initiatives to reduce costs and improve productivity
 </li>
 <li>
 Ensure compliance with regulatory requirements (including TCPA and energy industry guidelines)
 </li>
 <li>
 Optimize CRM, dialer systems, and call routing strategies to maximize performance
 </li>
 </ul>
 
 
 
 
 
 Team Leadership &amp; Development
 
 
 <ul>
 <li>
 Lead, manage, and scale a team of 100+ agents, including supervisors and managers
 </li>
 <li>
 Develop a high-performance culture focused on accountability, continuous improvement, and results
 </li>
 <li>
 Oversee hiring strategy, workforce planning, and onboarding processes
 </li>
 <li>
 Coach and mentor leadership staff to improve team performance and retention
 </li>
 <li>
 Implement structured training and ongoing development programs for sales and service excellence
 </li>
 <li>
 Conduct regular performance reviews and create individualized improvement plans
 </li>
 </ul>
 
 
 
 
 
 Quality Assurance &amp; Customer Experience
 
 
 <ul>
 <li>
 Oversee QA programs to ensure consistent, high-quality customer interactions
 </li>
 <li>
 Monitor call recordings and feedback loops to improve scripting and agent performance
 </li>
 <li>
 Drive initiatives to enhance customer satisfaction and reduce churn
 </li>
 <li>
 Align customer service strategies with overall brand and retention goals
 </li>
 </ul>
 
 
 
 
 
 Qualifications
 
 
 <ul>
 <li>
 7+ years of experience in call center operations, with at least 3+ years in a leadership role
 </li>
 <li>
 Proven experience managing
 
 large-scale (100+ agents)
 
 call centers with both sales and service functions
 </li>
 <li>
 Strong background in
 
 data analytics, KPI management, and performance optimization
 
 </li>
 <li>
 Experience in
 
 retail energy, utilities, or regulated industries
 
 is a BONUS but not required
 </li>
 <li>
 Deep understanding of dialer systems, CRM platforms, and call center technologies
 </li>
 <li>
 Demonstrated success in building systems, processes, and high-performing teams
 </li>
 <li>
 Excellent leadership, communication, and organizational skills
 </li>
 </ul>
 
 
 
 
 
 Compensation &amp; Perks
 
 
 <ul>
 <li>
 Competitive Annual Base Salary
 </li>
 <li>
 Strong Bonus Program
 </li>
 <li>
 Comprehensive Benefits Program
 </li>
 </ul>
</div>

Director Call Center Operations

Northwest Bank

<div>NY0705 NY Region Business Office 
Job Description
The Contact Center Supervisor is responsible for providing quality and efficient customer service to customers through the daily management of their team.
The Supervisor oversees day-to-day operations of the Contact Center Customer Support and Loan Support teams through all delivery channels. The Supervisor will help train and motivate their team as they answer questions, handle complaints and provide support to internal and external customers. This position assists management with development, analysis, and implementation of training, and reward and recognition programs to help to assure that the level of customer service meets or exceeds customer expectations.
Essential Functions<ul><li>Supervise department performance and ensure that the level of support meets or exceeds established service levels. Provide excellent customer service and demonstrate high level of listening skills</li><li>Provide real time management support within the Contact Center.</li><li>Provide daily direction and communication to Contact Center Specialists to ensure all client interactions are answered in a timely manner</li><li>Conduct weekly/ bi-weekly coaching sessions and monthly team meetings with team members designed to enhance their skills.</li><li>Complete quality reviews of written payoffs processed by the team.</li><li>Regularly reviews team members performance ensuring proper management of service levels and other performance standards are being met.</li><li>Contribute to the setting of goals and targets for the Contact Center.</li><li>Complete monthly call monitoring for all types of interactions to ensure consistency and compliance standards are met.</li><li>Provides support and collaboration with leadership team for innovations and continuously identify opportunities for operational, employee and customer improvement.</li><li>Provide real time management support within the Contact Center</li><li>Ensure all Contact Center Specialists have appropriate training and other resources to perform their jobs and complete trainings in a timely manner</li><li>Respond to and resolve employee matters expressed by team members</li><li>Provide on-the-floor support to Contact Center Specialists</li><li>Take escalated customer calls</li><li>Identify and resolve complex customer service issues impacting the Contact Center or clientscomplex customer service issues impacting the Contact Center or clients</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their Contact Center Specialists</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their teams are met</li><li>Ensure reduction of errors and minimize losses</li><li>Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>Work as part of a team</li><li>Work with on-site equipment</li><li>Complete other duties and special projects as requested by management</li></ul>
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
Bachelor's Degree in Business, Finance or related subject or equivalent experience preferred
Work Experience
2 - 6 years Supervisory experience preferred or 3-5 years Customer service, contact center or relevant experience preferred
1 year banking experience preferred or 1 year technical background preferred
General Supervisory/Manager Knowledge, Skills, and Abilities<ul><li>Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches</li><li>Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest&rsquo;s strategic plans</li><li>Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion</li><li>Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning</li><li>Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience</li><li>Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information</li><li>Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required</li><li>Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters</li></ul>
Additional Knowledge, Skills and Abilities
Leadership and coaching techniques to build high performing teams
Knowledge of regulatory and compliance issues / standards
Knowledge of all technology and support systems
Knowledge of telephone operating system
The pay range for this position is generally $63,300 - $75,000 per year. Actual pay is based on various factors including but not limited to the successful candidate&rsquo;s experience, skills, and knowledge. Benefits are also available. 
Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</div>

Contact Center Supervisor

DataPath, Inc.

Role SummaryThe Contact Center Supervisor is responsible for overseeing daily contact center operations, ensuring service levels, quality standards, compliance requirements, and participant experience expectations are consistently met. This role directly supervises Contact Center Representatives and serves as the primary escalation point for complex participant and employer inquiries.Key Responsibilities<ul><li>Supervise on-shore Contact Center Representatives (CSRs) and support day-to-day activities of on-shore and off-shore CSRs handling calls and emails related to HSAs, FSAs, HRAs, COBRA, and other benefit plans.</li><li>Monitor and manage performance metrics including AHT, accuracy, quality scores, call volume, and SLA adherence.</li><li>Conduct call listening, email reviews, and quality audits for coaching, training, and performance management purposes.</li><li>Handle escalated participant and employer issues requiring advanced knowledge or judgment.</li><li>Support workforce planning, scheduling, coverage management, and workload balancing.</li><li>Ensure adherence to scripts, SOPs, HIPAA requirements, and IRS regulations.</li><li>Attend all Product Enhancement review meetings to identify impacts to processes supported by team and make appropriate updates to procedures, workflows, etc.Partner with Training, Product, and Operations leadership to improve processes, tools, and customer experience.</li><li>Serve as back-up to the Client Operations Supervisor</li><li>Other duties as assigned</li></ul>Required Qualifications<ul><li>3-5 years of contact center or customer service operations experience.</li><li>Prior supervisory or team lead experience strongly preferred.</li><li>Strong coaching, communication, and documentation skills.</li><li>Comfort working with performance metrics and operational reporting.</li><li>Must be able to pass a background check.</li></ul>Preferred Qualifications<ul><li>College coursework or degree in business, healthcare, accounting, or a related field.</li><li>Working knowledge of FSAs, HSAs, HRAs, COBRA, and other pre-tax benefit plans.</li><li>Familiarity with HIPAA compliance and IRS regulations.</li></ul>Pay: $50,000.00 - $60,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible schedule</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Education:<ul><li>High school or equivalent (Preferred)</li></ul>Experience:<ul><li>call center supervisor: 3 years (Preferred)</li></ul>Work Location: Remote

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