Call Center Director - Onsite Transformation & CX

Ledgent Technology; Newport Beach (CA); On-site; USD 175,000 - 225,000; Full time

Job summary

Ledgent Technology is seeking a Call Center Director to lead and transform its high-volume customer contact operations in California. You will oversee multiple call center teams, drive operational excellence, improve service performance, and increase reservation conversion through modernized processes and technology.

The role requires strategic leadership, workforce planning, analytics, and a strong focus on premium customer experience.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 7+ years of call center leadership experience.
• 3+ years managing managers and/or multiple teams.
• Proven ability to improve operational performance and customer metrics.
• Strong expertise in workforce management, forecasting, scheduling, and capacity planning.
• Experience using data, reporting, and analytics to drive decisions.
• Ability to work onsite in Newport Beach, CA or Palm Springs, CA.

Responsibilities

• Lead day-to-day operations of multiple customer contact center teams.
• Stabilize staffing, improve engagement, and drive retention.
• Develop managers, team leads, and front-line reps through coaching.
• Foster a culture of accountability, collaboration, and exceptional service.
• Build a leadership pipeline and succession planning.
• Own workforce planning, forecasting, scheduling, and capacity planning.
• Monitor KPIs including service levels, occupancy, quality, and adherence.
• Drive improvements in customer satisfaction and inbound conversion.
• Standardize operating procedures across contact center functions.
• Lead the technology strategy and roadmap for the contact center.

Skills

Call center leadership

Staffing & workforce management

Data analytics & KPIs

Change management

Stakeholder management

Communication

Leadership development

Education

Bachelor's degree or equivalent experience

Tools

Power BI

CRM platforms

Workforce management software

AI tools

Job description

Ledgent Technology is seeking a Call Center Director to lead and transform its high-volume customer contact operations in California. You will oversee multiple call center teams, drive operational excellence, improve service performance, and increase reservation conversion through modernized processes and technology.

The role requires strategic leadership, workforce planning, analytics, and a strong focus on premium customer experience.