Director of Call Center Operations

Responsibilities: Directs 24/7/365 call center operations for over 5 million participants, managing a staff of 300. Focuses on optimizing service delivery, monitoring KPIs, and ensuring contract compliance and customer satisfaction.

Requirements: Requires a Bachelor's degree and 5+ years of leadership experience in large-scale contact center operations. Must be a U.S. citizen with a Public Trust Tier 2 investigation or higher.

Key skills: Call Center Operations, Workforce Management, KPI Monitoring, Strategic Planning, Team Leadership, Contract Management, Regulatory Compliance, Quality Assurance, Project Management, Data Analysis, Customer Experience Optimization, Vendor Management

Keywords: Call Center, Contact Center, KPIs, Workforce Management, PMP Certification, Public Trust Tier 2, Data Privacy, Customer Satisfaction, Service Delivery, Government Contracts, Quality Assurance, Operational Efficiency