Director de Call Center Ops | Liderazgo Multisite & IA

GT Independence, LLC

United States

Remote

USD 90,000 - 130,000

Full time

10 days ago

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

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

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

Get your free, confidential resume review.

or drag and drop your file here.