Director Contact Center Operations

Progress Residential®; Tempe (AZ); On-site; USD 90,000 - 120,000; Full time

Job summary

Join a leading company as the Director of Contact Center Operations, responsible for delivering high-quality customer service and managing a large team. This hands-on leadership role requires strong communication and process-oriented skills, focusing on efficiency and customer satisfaction.

Benefits

Competitive compensation

Performance bonuses

Comprehensive healthcare

Parental leave

Paid time off

401k matching

Qualifications

• 5 years of senior leadership experience in a high-volume contact center.

Responsibilities

• Manage a team of 90+ associates handling over 3,000 interactions daily.
• Develop operational strategies and improve processes for efficiency.
• Monitor performance metrics and support special projects.

Skills

Leadership

Communication

Attention to Detail

Multitasking

Education

Bachelor’s degree

Tools

MS Office

Call Center Software

Job description

Join us to apply for the Director Contact Center Operations role at Progress Residential.

Position Summary

The Director Contact Center Operations is responsible for delivering high-quality and responsive customer service to our residents and local field associates. This role involves managing our team of Customer Care Associates, handling all inbound/outbound contacts related to inquiries, lease applications, and property service requests. The ideal candidate will have experience managing teams in a high-volume call center environment, with strong leadership, communication, and process-oriented skills. This is a hands-on leadership role.

Essential Functions

• Manage a team of 90+ associates handling over 3,000 interactions daily across calls, emails, chats, and SMS.
• Develop operational strategies through needs assessments, performance reviews, technology evaluations, and standards setting.
• Create and improve processes to enhance efficiency and customer service quality.
• Perform root cause analyses and recommend process improvements.
• Monitor system performance, resolve issues, and oversee system and process improvements.
• Manage HR objectives including training, coaching, scheduling, and policy enforcement.
• Prepare and analyze performance reports focusing on key metrics like First Contact Resolution and Customer Satisfaction.
• Stay updated on emerging trends in call center management.
• Train teams on new processes, promote best practices, and coordinate skill development.
• Maintain departmental metrics and analyze performance data for improvements.
• Create a motivating work environment aligned with company culture.
• Support special projects as needed.

Qualifications

• At least 5 years of senior leadership experience in a high-volume contact center.
• Bachelor’s degree preferred.
• Excellent communication, attention to detail, and multitasking skills.
• Ability to adapt to feedback and manage team performance.
• Proficient in MS Office and call center software.

What You Can Expect From Us

We offer competitive compensation, performance bonuses, comprehensive healthcare, parental leave, paid time off, 401k matching, and more. We also host training sessions, summits, and town halls to foster growth and knowledge sharing.

Closing Statement

This summary does not include all duties and responsibilities, which may be assigned as needed. Progress Residential is an Equal Opportunity Employer.