Customer Service Center Director

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.