Executive Director, Contact Center

About the Company

Dynamic consumer services

Industry
Consumer Services

Type
Privately Held

About the Role

The Company is in search of an Executive Director for its Contact Center. The successful candidate will be a visionary leader with a proven track record in managing large-scale contact center operations. Key responsibilities for this role include developing and implementing the strategic vision for the contact center, overseeing day-to-day operations to ensure high levels of customer service and operational efficiency, and leading a diverse team to foster a culture of excellence and continuous improvement. The Executive Director will also be responsible for driving customer satisfaction, operational efficiency, and revenue growth through innovative strategies, as well as managing the contact center's budget and integrating and optimizing contact center technologies.Applicants for the Executive Director position should have a Bachelor’s degree in business administration, management, or a related field, with an MBA or advanced degree preferred. A minimum of 10 years' experience in contact center management, including at least 5 years' in a senior leadership role, is required. The ideal candidate will have strong leadership and team management skills, excellent analytical and problem-solving abilities, and in-depth knowledge of contact center technologies and best practices. The role demands a data-driven approach to decision-making, strong communication and interpersonal skills, and experience in managing budgets and financial performance. The Executive Director will also be expected to ensure compliance with regulations and proactively manage operational risks while building and maintaining strong relationships with internal and external stakeholders.

Travel Percent
Less than 10%

Functions

• CEO/President
• Non-Profit Management
• Operations
• General Management
• Strategy