Contact Center Director

Job Description

Position Overview:

The Contact Center Director is a senior leadership role responsible for overseeing the daily operations, strategic direction, and overall performance of the organization’s contact center(s). This individual ensures exceptional customer service, drives process improvements, manages budgets, and leads a team of managers and supervisors to achieve key business objectives.

Key Responsibilities:

• Conduct clinical oversight and administrative supervision in our 24/7/365 Contact Center.

• Use appropriate methods and a flexible interpersonal style to help coach others: provide timely guidance and feedback services.

• Assist in the development, review, and update of crisis services and clinical policies: responsible for crisis services and clinical procedures.

• Monitor and evaluate clinical and crisis key performance indicators.

• Complete quality and compliance audits; ensure aggregate and individual feedback loops for performance improvement.

• Provide coaching and oversight to team leads for effective management of call center operations.

• Training of all new team leads, crisis agents, and peer support specialists.

• Responsible for implementation of trauma-informed care practices into clinical oversight, supervision, and policies.

• Effectively initiates, communicates, and collaborates with the contact center leadership on program service delivery and components, training, evaluation and outcomes, clinical initiatives, new projects, and building a successful team.

• Rotating clinical on-call responsibilities

• Real-time staff support through clinical staffing, call monitoring, and answering of incoming crisis calls when needed.

• Other tasks as assigned.

• Develop and execute the contact center’s strategic vision and operational plans to align with organizational goals.
• Lead, mentor, and develop a team of contact center managers and supervisors, fostering a culture of high performance and continuous improvement.
• Monitor key performance indicators (KPIs) to ensure service levels, customer satisfaction, and productivity targets are consistently met or exceeded.
• Oversee workforce planning, including recruitment, training, scheduling, and quality assurance.
• Drive initiatives to improve customer experience, operational efficiency, and employee engagement.
• Manage the contact center budget, including forecasting, cost control, and resource allocation.
• Implement and leverage technology solutions to optimize contact center operations.
• Develop and maintain policies, procedures, and best practices to ensure compliance with regulatory requirements and company standards.
• Serve as the main point of escalation for customer issues and complex situations.
• Collaborate cross-functionally with other departments (e.g., IT, HR, Sales, Marketing) to support business objectives and communications.

Knowledge, Skills, and Abilities:

• Critical thinking skills and effective decision-making within the context of the organization’s culture.

• Flexible interpersonal style to help coach others; provides timely guidance and feedback.

• Results-oriented and task accomplishment-focused.

• Clear, concise, logical verbal and written business communication for execution of vision and strategic initiatives.

• Plans effectively; establishes courses of action for self and others to ensure work is completed efficiently.

• Maintains effectiveness when experiencing major changes in work tasks or environment.

• Adjusts effectively to new processes.

• Builds and maintains collaborative relationships that facilitate accomplishment of goals.

• Technical, industry-specific knowledge about healthcare, behavioral health, crisis services, and clinical standards of practice.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field (Master’s degree preferred).
• 8+ years of experience in contact center operations, with at least 3 years in a senior leadership role.
• Proven track record of leading large teams and managing multi-channel contact centers.
• Strong analytical, organizational, and decision-making skills.
• Excellent communication, interpersonal, and leadership abilities.
• Experience with contact center technology platforms, workforce management, and quality assurance programs.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.