Director, Call Center Operations

GT Independence, LLC; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

GT Independence, LLC is seeking an experienced operations leader to oversee high-volume call center activities across multiple sites, including remote teams. You will design scalable processes, standardize SOPs, and optimize staffing, KPIs, and AI-enabled automation to improve responsiveness and cost efficiency.

The role requires deep contact center expertise, strong analytical skills, and the ability to lead cross-functional partnerships with IT, Ops, and vendors.

Qualifications

• 8+ years of contact center operations experience, including 5+ years leading multi-site or remote teams in a high-volume environment.
• Deep call center operations expertise across IVR, routing, and staffing optimization.
• Strong analytical and financial skills: KPI reporting, ROI, business cases.

Responsibilities

• Run high-quality operations across inbound/outbound call handling, staffing coverage, and service delivery.
• Lead the operating model with scalable, enterprise-wide call handling across programs.
• Standardize SOPs, scripts, escalation paths and best practices; drive continuous improvement.

Skills

Contact center ops

Multi-site / remote leadership

IVR & routing config

Workforce management

KPIs & metrics

Enterprise telephony platforms

Process standardization

ROI / business cases

Cross-functional partnership

Bachelor's degree or equivalent

Education

Bachelor's degree or equivalent

Tools

Genesys Cloud

AI / virtual agents tools

Job description

• Run high-quality operations. Oversee inbound and outbound call handling, staffing coverage and service delivery, and step in hands-on when volume or staffing requires it.


• Lead the operating model. Design and implement a scalable, enterprise-wide approach to call handling across state programs, partnering with local leaders through the transition.


• Standardize and improve. Establish consistent standard operating procedures, scripts, escalation paths and best practices across frontline teams, and drive continuous improvement through root-cause analysis.


• Optimize the technology. Configure and continually improve IVR and call flows, routing and skills, callbacks and self-service, working with Ops teams, IT and vendors.


• Own workforce management. Lead forecasting, staffing models, scheduling and real-time management to match staffing to demand and optimize cost to serve.


• Measure what matters. Define and report KPIs for service, quality, efficiency and customer experience, and hold teams accountable to clear standards.


• Bring in AI and automation. Help identify and implement AI, automation and self-service tools that improve responsiveness, reduce manual work and help people get answers faster.


• Build the team. Recruit, coach and develop managers, supervisors and frontline staff, building a culture of accountability, empathy and continuous improvement.

Required Qualifications

• 8+ years of contact center operations experience, including 5+ years leading multi-site or remote teams in a high-volume environment


• Deep call center operations expertise:


• IVR, call flow, skills and routing configuration;


• workforce management and staffing optimization;


• inbound and outbound call handling;


• performance metrics and KPIs


• Strong hands-on experience with enterprise telephony and cloud contact center platforms


• A track record of standardizing processes and improving performance across multiple teams or locations


• Strong analytical and financial skills: KPI reporting, staffing models, business cases and ROI


• Excellent communication and cross-functional partnership skills


• Bachelor's degree or equivalent experience

Preferred Qualifications

• Genesys Cloud or other top tier system experience


• Experience implementing contact center AI (virtual agents, agent assist, call summarization)

Equal Opportunity Employer
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