Director Contact Center Operations

GT Independence; United States; Remote; USD 150,000 - 210,000; Full time

Job summary

GT Independence is seeking an Operations Leader to oversee inbound and outbound call handling, staffing coverage, and frontline service delivery in a remote, national scope. The role involves hands-on stepping in during high volumes to protect service levels and participant experience.

You will design scalable call handling, set SOPs and governance, and drive continuous improvement with partners across quality, training, and IT. Remote, multi-site leadership is essential.

Qualifications

• 8+ years of contact center operations experience with 5+ years leading multi-site or remote teams.
• Deep call center operations expertise: IVR, routing, WFM, KPIs.
• Strong analytical and financial skills including ROI.
• Bachelor's degree or equivalent experience.
• Excellent communication and cross-functional partnership.

Responsibilities

• Oversee inbound and outbound call handling and staffing across frontline teams.
• Step in hands-on when volume or staffing requires it to protect service levels.
• Set up governance for skills, queues, SOPs and escalation paths.
• Drive continuous improvement through root-cause analysis of call drivers.
• Partner with quality, training and IT to raise standards.
• Lead forecasting, scheduling and real-time workforce management.

Skills

Leadership of multi-site teams

Forecasting and staffing optimization

Analytical and financial skills

Process standardization

Cross-functional partnership

Communication

Education

Bachelor's degree or equivalent experience

Tools

Genesys Cloud

Job description

Operations Leadership & Service Delivery

• Oversee inbound and outbound call handling, staffing coverage and service delivery across frontline teams.
• Step in hands-on when volume or staffing requires it to protect service levels and the participant experience.
• Hold teams accountable to clear service, quality and productivity standards.
• Troubleshoot escalations and remove barriers that affect responsiveness and resolution.
• Design and implement a scalable, enterprise-wide approach to call handling across state programs.
• Partner with local and program leaders to transition teams into the new model without disrupting service.
• Assess the current structure and identify opportunities to reduce fragmentation and improve staffing efficiency.
• Set up governance for how skills, queues and call-handling practices are added, changed and maintained.
• Establish consistent standard operating procedures (SOPs), scripts, escalation paths and best practices across frontline teams.
• Drive continuous improvement through root-cause analysis of call drivers, repeat contacts and workflow breakdowns.
• Partner with quality and training teams to make sure standards are applied consistently.

Contact Center Technology

• Configure and continually improve IVR (interactive voice response), call flows, routing, skills, callbacks and self-service options.
• Work with Operations teams, IT and vendors to optimize the contact center platform and supporting tools.
• Make sure routing and skills design connects each caller with the right agent quickly and efficiently.

Workforce Management

• Lead forecasting, staffing models, scheduling and real-time management.
• Match staffing to demand across intervals, days and peak periods while optimizing cost to serve.
• Use historical volume, handle time, service-level targets, shrinkage and occupancy data to set staffing requirements.

Performance Metrics & Reporting

• Define and report KPIs for service, quality, efficiency and customer experience.
• Build executive-level reporting that gives leadership clear visibility into performance, capacity and cost.
• Use data to identify trends, set priorities and measure the impact of operational changes.

AI, Automation & Self-Service

• Identify and implement AI, automation and self-service tools that improve responsiveness and reduce manual work.
• Evaluate opportunities such as virtual agents, agent assist and call summarization.
• Build business cases that quantify the operational and financial return of technology investments.

Team Development

• Recruit, coach and develop managers, supervisors and frontline staff.
• Build a culture of accountability, empathy and continuous improvement across remote and multi-site teams.

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, including:
• 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, including KPI reporting, staffing models, business cases and ROI.
• Excellent communication and cross‑functional partnership skills.
• Bachelor's degree or equivalent experience.

Preferred Qualifications

• Experience with Genesys Cloud or another top‑tier contact center platform.
• Experience implementing contact center AI (virtual agents, agent assist, call summarization).
• Remote, home office‑based role.
• Leads remote and multi‑site frontline teams supporting multiple state programs.

Qualifications

Education

Required

Bachelors or better.

Equal Opportunity Employer
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