Senior Director of Call Center Operations

Senior Director Of Call Center Operations The Senior Director of Call Center Operations is responsible for the strategic leadership, performance, and day-to-day oversight of a high-volume contact center supporting franchised automotive dealerships. This role ensures exceptional customer experiences, efficient appointment setting, and strong dealer satisfaction while driving operational excellence, quality, compliance, and continuous improvement across inbound and outbound call programs. Key Responsibilities – Leadership & Operations Lead and develop call center leadership and frontline management. Oversee inbound customer service and outbound appointment-setting operations. Establish staffing, workforce planning, and scheduling models. Drive performance culture focused on quality and productivity. Quality, Training & Customer Experience Oversee call monitoring, quality assurance, and coaching. Ensure script adherence and dealer brand alignment. Partner with training teams on onboarding and ongoing enablement. Dealer & Client Partnership Act as senior escalation point for dealers and OEM partners. Partner with Dealer Services and Program Management teams. Review performance metrics with internal and external partners. Compliance & Risk Management Ensure compliance with TCPA, FCC, Do Not Call, and privacy requirements. Maintain call recording, disclosures, and regulatory policies. Reporting & Continuous Improvement Own KPIs, dashboards, and reporting. Use analytics to optimize scripts, workflows, and outcomes. Qualifications 5+ years of contact center leadership experience. Automotive dealership or appointment-based service experience preferred. Strong analytical, leadership, and communication skills. Publicis Digital Experience is an Equal Opportunity Employer. Our employment decisions are made without regard to actual or perceived race, color, ethnicity, religion, creed, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, national origin, ancestry, citizenship status, age, disability, medical condition as defined by applicable state law, genetic information, marital status, military service and veteran status, or any other characteristic protected by applicable federal, state or local laws and ordinances. You must be work authorized in the United States on a full-time basis without the need for employer sponsorship now or in the future. The Company cannot offer employment to F-1 (student) visa holders who require employer sponsorship in the future or cannot work now on a full-time basis. The Company offers powerful resources including monetary assistance and support for adoption, surrogacy, and fertility, pet adoption, employee assistance programs, tuition assistance, paid time off, matching gifts programs, flexible working arrangements, and more.