Customer Service Center Director

Job Description

Job Description

Jenny Bour with Robert Half is working with a growing organization that is looking for an accomplished Customer Service Center Director to lead a large, multi-level team in Orchard Park, New York. This Customer Service Center Director role is responsible for shaping a high-performing customer service center that delivers strong business results while fostering an engaged and accountable workplace. The ideal Customer Service Center Director candidate brings a background in metric-driven operations, people leadership, sales funnel fluency, and process improvement, with the ability to turn data into practical strategies that elevate performance and customer outcomes.

Responsibilities:

• Lead a customer service/sales center through a team of managers, providing direction, coaching, and support across a workforce of approximately 70 employees.
• Set clear performance expectations and use measurable goals to strengthen conversion, productivity, service quality, and overall operational results.
• Build leadership capability by mentoring managers, preparing future leaders, and supporting long-term succession planning.
• Oversee staffing strategies, scheduling practices, and capacity planning to ensure resources align with business demand and service objectives.
• Analyze operational data, performance trends, and key indicators to identify improvement opportunities and implement effective solutions.
• Establish and reinforce structured coaching, quality monitoring, and accountability practices that improve employee performance while supporting retention.
• Partner across departments and with senior leadership to align contact center initiatives with broader organizational priorities and revenue goals.
• Drive operational and technology-focused projects from planning through execution, ensuring solutions improve efficiency and strengthen customer engagement.
• Lead continuous improvement efforts by redesigning workflows, refining processes, and promoting a culture focused on sustainable results.

• Demonstrated success leading multiple levels of leadership within a contact center or comparable high-volume service and sales environment.
• Experience managing organizations of 50 or more employees with responsibility for performance, engagement, and retention.
• Strong knowledge of contact center metrics, including conversion performance, productivity measures, workforce planning, and operational KPIs.
• Proven ability to use analytics and forecasting to make informed decisions and improve business outcomes.
• Background implementing coaching programs, quality assurance standards, and performance management frameworks.
• Experience guiding cross-functional operational or technology initiatives and collaborating effectively with both business and technical teams.

***For immediate and confidential consideration, please apply directly or send your resume to Jenny Bour via LinkedIn.