Contact Center Director

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Paid time off and holidays

Professional development opportunities

Retirement savings plan with company/

Job summary

Ladders is seeking a Contact Center Director to lead operations across markets from a remote location in the United States. The role collaborates with executive leadership to set strategic direction, manage performance, and deliver exemplary customer experiences.

Compensation ranges from $110,000 to $130,000 annually, depending on experience and impact. You will define KPIs, oversee multi-channel service delivery, build governance, and drive continuous improvement to elevate service quality and

Qualifications

• Leadership experience overseeing multiple departments or teams.
• Strong understanding of KPI benchmarks in customer service.
• Experience with vendor management and contractual oversight.
• Excellent communication and presentation skills at the executive level.
• Strategic planning experience focused on operational excellence.
• Familiarity with omnichannel service delivery models.

Responsibilities

• Lead and oversee all aspects of contact center operations across multiple markets.
• Monitor and establish performance metrics to ensure high service quality.
• Conduct weekly cross-market operations reviews to address performance challenges.
• Build and manage the contact center's operational calendar and governance framework.
• Develop and execute the contact center's strategic improvement roadmap.
• Oversee quality assurance programs to maintain service standards.
• Manage vendor relationships and ensure compliance with service level agreements.

Skills

Leadership

KPI benchmarks

Vendor management

Executive communication

Strategic planning

Omnichannel

Cross-market oversight

Job description

For our client, we are seeking a Contact Center Director to join the team of a leader in the Healthcare space. Location: Remote. Compensation: $110,000 – $130,000 annually.

Responsibilities

• Lead and oversee all aspects of contact center operations across multiple markets
• Monitor and establish performance metrics to ensure high service quality
• Conduct weekly cross-market operations reviews to address performance challenges
• Build and manage the contact center's operational calendar and governance framework
• Develop and execute the contact center's strategic improvement roadmap
• Oversee quality assurance programs to maintain service standards
• Manage vendor relationships and ensure compliance with service level agreements

Qualifications

• 7+ years of experience in contact center operations or related fields
• Proven leadership experience managing multiple departments
• Strong understanding of KPI benchmarks in customer service
• Experience with vendor management and contractual oversight
• Excellent communication and presentation skills, especially at the executive level
• Strategic planning experience with a focus on operational excellence
• Familiarity with omnichannel service delivery models

Benefits

• Comprehensive health insurance coverage
• Paid time off and holidays
• Professional development opportunities
• Retirement savings plan with company contributions
• Flexible work arrangements, including remote work options

Our client is an equal opportunity employer.