Senior Director, Operations Analysis

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.