Director, Contact Center Operations & Innovation

Caliber Collision; Austin (TX); On-site; USD 120,000 - 190,000; Full time

Job summary

Caliber Collision seeks a Senior Manager, Contact Center Operations, to oversee operational execution, sales and innovation. You will work with internal and external partners to deliver consistency and inspire teammates to reach full potential.

You will lead workforce planning, staffing needs, and collaboration with Field Operations. The role emphasizes multi-year roadmaps for contact center innovation and customer-centric delivery.

Qualifications

• Bachelor’s degree or extensive industry experience in contact center management.
• Advanced degree or certification (e.g., PMP, Six Sigma) preferred.
• Strong leadership and communication skills with ability to influence at all levels.
• Experience with Zoom and WFM is highly preferred.

Responsibilities

• Oversee operational execution and drive performance across the contact center.
• Lead, develop, and inspire teams including Supervisors and frontline staff.
• Manage BPO relationships, SLAs, pricing, and contract obligations.
• Develop multi-year strategy for Caliber’s Customer Success Team and coordinate across units.
• Present operational results in client meetings and quarterly business reviews.

Skills

Leadership

Communication

Stakeholder management

Problem solving

Analytical thinking

Travel willingness

Education

Bachelor’s degree in business administration or related field

Advanced degree or certification (PMP, Six Sigma) preferred

Tools

Zoom

Workforce Management (WFM)

CRM systems

IVR platforms

Omnichannel tools

Job description

Caliber Collision seeks a Senior Manager, Contact Center Operations, to oversee operational execution, sales and innovation. You will work with internal and external partners to deliver consistency and inspire teammates to reach full potential.

You will lead workforce planning, staffing needs, and collaboration with Field Operations. The role emphasizes multi-year roadmaps for contact center innovation and customer-centric delivery.