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Position Summary
Our client is seeking a Call Center Director to lead and optimize a centralized customer contact and booking operation supporting a growing multi-location service organization. This strategic leadership role is responsible for overseeing customer interactions across phone, chat, and digital channels while driving operational excellence, workforce performance, customer satisfaction, and business growth.
The ideal candidate is a results-driven leader with experience scaling contact center operations, developing high-performing teams, and leveraging technology to improve efficiency and customer experience. This individual will play a key role in supporting organizational growth, process standardization, and continuous improvement initiatives across multiple locations.
What You'll Do
- Develop and execute strategies to optimize contact center workflows, booking performance, customer engagement, and service delivery.
- Lead operational initiatives that support business growth, including the integration of new locations, teams, and service lines.
- Build, develop, and mentor a high-performing team of managers, supervisors, and customer service representatives.
- Foster a customer-centric culture focused on service excellence, accountability, collaboration, and continuous improvement.
- Partner with cross-functional teams to align contact center operations with overall business objectives and customer demand.
- Drive initiatives to improve customer satisfaction, booking conversion rates, first-contact resolution, and appointment accuracy.
- Evaluate and implement automation, AI solutions, and emerging technologies to enhance operational effectiveness and customer experiences.
- Lead omnichannel engagement strategies across phone, chat, web, and other digital customer touchpoints.
- Utilize customer feedback and operational insights to identify opportunities for process improvements and service enhancements.
- Oversee scheduling and workforce planning activities to maximize resource utilization and operational efficiency.
- Collaborate with field operations, dispatch, and service teams to balance customer needs with operational capacity.
- Work closely with marketing teams to align customer demand generation efforts with operational capabilities.
- Partner with technology teams and third-party vendors to support system enhancements, optimization initiatives, and process improvements.
- Manage department budgets, staffing plans, and resource allocation to ensure efficient and scalable operations.
- Establish and monitor key performance indicators (KPIs) related to service levels, booking performance, customer satisfaction, workforce productivity, and operational effectiveness.
- Analyze operational data and implement data-driven solutions to improve performance and achieve organizational goals.
- Lead organizational change management initiatives and operational transformation efforts as the business continues to grow.
Preferred Qualifications
- Bachelor's degree in Business, Operations Management, or a related field, or equivalent professional experience.
- 5+ years of leadership experience within contact center, customer service, booking, scheduling, or operations environments.
- Experience leading teams across multiple locations and working with both internal and external stakeholders.
- Strong background in workforce planning, scheduling, capacity management, and operational optimization.
- Proven track record of building, developing, and leading high-performing teams.
- Experience utilizing CRM, scheduling, workforce management, or customer engagement platforms.
- Strong analytical skills with demonstrated experience using data to drive performance improvements and business decisions.
- Experience leading change management initiatives and organizational transformation efforts.
- Ability to manage high-volume, fast-paced environments while maintaining service quality and operational effectiveness.
- Excellent communication, leadership, and stakeholder management skills.
- Experience overseeing multi-channel customer interactions including phone, chat, email, and digital channels.
- Strong budgeting, forecasting, and resource management capabilities.
- Advanced degree such as an MBA or related graduate-level education.
- Certifications in Operations Management, Lean Six Sigma, Customer Experience, or Contact Center Leadership.
- Experience supporting high-growth or multi-location organizations.
- Experience implementing process improvement, automation, or digital transformation initiatives.
- Professional certifications related to contact center operations, workforce management, or customer experience leadership.
Ferretti Search is an award-winning Recruitment Firm specializing in Executive Recruiting and Staffing. Our product is people. Ferretti Search has a dedicated team of executive recruiters ready to help our clients find employment solutions that benefit them as well as match our candidates with a company that meets their job preferences and career goals. At Ferretti Search, we believe in transparency throughout the entire process in order to serve our clients and candidates better. We take pride and value our relationship with our clients and candidates.