Senior Director of Call Center Operations

Senior Director Of Call Center Operations Company description A division of Publicis Groupe, Publicis Digital Experience is a network of top-tier agencies designed to develop capabilities and solutions to enable growth and provide scaled access to the digital capabilities of Publicis Groupe in service of our clients. Together, the Publicis Digital Experience portfolio endeavors to create value at the intersection of technology and experiences to connect brands and people. Our model to transform every brand experience will help clients navigate, develop, and activate commerce in a way that will provide them with a future-proof model for modern marketing. With our unique expertise in consumer engagement, CRM, and commerce, Publicis Digital Experience powers brands and empowers people in a new era of creativity. An ever-changing landscape and the need for fluid thinking is just part of our problem-solving nature. Which means we're untethered from any specific medium or methodwe go where ideas will work best. We are an expanding network with more than 5,000 employees, with agency brands throughout our global offices. Publicis Digital Experience brands include Razorfish, Digitas, Arc Worldwide, Saatchi Saatchi X, Plowshare, 3Share, Epsilon Auto and the Publicis Commerce Exchange. Overview 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. Additional Information Publicis Digital Experience is an Equal Opportunity Employer. Our employment decisions are made without regard to actual or perceived race, color, ethnicity, religion, creed, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, national origin, ancestry, citizenship status, age, disability, medical condition as defined by applicable state law, genetic information, marital status, military service and veteran status, or any other characteristic protected by applicable federal, state or local laws and ordinances. You must be work authorized in the United States on a full-time basis without the need for employer sponsorship now or in the future. The Company cannot offer employment to F-1 (student) visa holders who require employer sponsorship in the future or cannot work now on a full-time basis.