Contact Center Leader

Job Description

Job Description

Role Summary

The Contact Center Leader for EDG is responsible for leading a high‑performance, multi‑channel customer support organization and driving service excellence across both internal teams and co‑sourced partner operations. This leader oversees daily operations, workforce optimization, customer experience delivery, and vendor performance to ensure EDG provides consistent, differentiated service experience. The role requires a strategic operator with deep contact center expertise, strong vendor management capability, and a passion for developing people and modernizing service models.

Key Responsibilities

Strategic Leadership & Vision

• Develop and execute the contact center strategy aligned to EDG’s business goals, customer expectations, and transformation roadmap.
• Establish service standards, operating rhythms, and performance frameworks that elevate customer satisfaction and operational reliability.
• Serve as the senior voice of the contact center, influencing executive stakeholders and shaping enterprise customer experience priorities.

Operational Excellence

• Lead daily operations across inbound, outbound, digital, and self‑service channels, ensuring consistent achievement of SLAs, quality metrics, and productivity targets.
• Oversee workforce management, forecasting, scheduling, and capacity planning across internal and partner sites.
• Drive continuous improvement using Lean, Six Sigma, or similar methodologies to reduce friction and improve outcomes.

People Leadership

• Build, mentor, and inspire a high‑performing leadership team, including managers, supervisors, and frontline specialists.
• Foster a culture of accountability, coaching, recognition, and employee engagement.
• Drive talent development, succession planning, and leadership readiness across the contact center.

Customer Experience & Quality

• Embed VOC insights, quality monitoring, and customer feedback loops into operational decision-making.
• Partner with cross-functional teams to resolve systemic issues and improve end‑to‑end customer journeys.
• Ensure compliance with regulatory, privacy, and quality standards.

Co‑Sourcing Leadership

• Serve as the primary leader for EDG’s co‑sourced contact center partners, ensuring alignment to EDG’s service model, performance expectations, and customer experience standards.
• Establish shared KPIs, governance routines, and communication rhythms with partner leadership.
• Monitor partner performance, drive accountability, and lead corrective action plans when needed.
• Ensure training, knowledge management, and process updates are consistently deployed across internal and partner teams.
• Support partner site readiness for new workflows, technologies, and transformation initiatives.
• Build strong, trust‑based relationships that promote transparency, collaboration, and continuous improvement.

Technology & Innovation

• Lead adoption and optimization of contact center technologies, including CRM platforms, telephony systems, AI/automation tools, and knowledge management solutions.
• Identify opportunities to modernize workflows, digitize interactions, and expand self‑service capabilities.
• Partner with IT and vendors to ensure system reliability, scalability, and performance.

Performance Management & Reporting

• Own all contact center KPIs, dashboards, and reporting frameworks across internal and partner operations.
• Analyze trends, root causes, and operational insights to drive decision-making and executive communication.
• Manage budgets, vendor relationships, and operational expenditures.

Qualifications

• 10+ years of progressive leadership experience in contact center or customer operations roles.
• Proven success leading large, multi-site or multi-channel contact center teams.
• Experience managing co‑sourced/BPO partners with strong vendor governance skills.
• Expertise in workforce management, quality assurance, and customer experience design.
• Strong command of contact center technologies, analytics, and automation tools.
• Exceptional leadership, communication, and stakeholder management skills.
• Demonstrated ability to drive transformation, scale operations, and deliver measurable improvements.

Success Profile

A successful Contact Center Leader at EDG is:

• Strategic — able to translate customer needs and business goals into operational plans.
• Operationally disciplined — excels at running complex, high-volume environments.
• People-first — builds strong teams and inspires high performance.
• Vendor-savvy — manages partners with clarity, rigor, and collaboration.
• Data-driven — uses insights to guide decisions and improve outcomes.
• Customer-obsessed — relentlessly focused on delivering exceptional experiences.

Target Salary Range: $150,000 - $250,000 salary a year with the opportunity for eligible employees to earn additional compensation pursuant to the Company’s bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, geographic location, and business and organizational needs. Full-time positions are eligible for competitive benefits, including paid time off, health, dental, vision, life, disability benefits and 401(k).

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