Director of Contact Center Operations

LHH Recruitment Solutions; Charlotte (NC); On-site; USD 140,000 - 190,000; Full time

Job summary

LHH Recruitment Solutions seeks a Director of Contact Center Operations in the Charlotte, NC area to lead a growing, multi-site inbound customer center. This leadership role emphasizes strategic initiatives, operational excellence, and a data-driven culture that delivers superior customer experiences across nationwide service platforms.

You will oversee an established leadership team, drive KPI performance, workforce planning, and the adoption of AI and automation solutions to scale operations

Qualifications

• 7+ years of progressive leadership experience within a contact center or customer operations environment.
• Director-level experience leading multi-site or multi-location operations.
• Experience in home services, field services, service dispatch, or similar multi-location, high-volume inbound centers.
• Strong workforce management, forecasting, scheduling, and operational planning expertise.
• Advanced Excel and analytics skills.
• Experience evaluating or implementing AI, automation, or digital engagement solutions.
• Executive presence with influence without direct authority.
• Proven ability to build relationships across decentralized operations.
• Ability to lead through growth, change, acquisitions, or transformation.

Responsibilities

• Lead contact center strategy, performance, and continuous improvement initiatives.
• Develop and monitor KPIs for service levels, conversion, call quality, and customer satisfaction.
• Partner with leaders across locations to drive alignment and performance.
• Evaluate and implement AI, automation, and workforce management solutions.
• Enhance forecasting, staffing models, reporting, analytics, and WFM practices.
• Coach and develop leadership teams, fostering accountability and service excellence.
• Drive process improvements and scalability for growth.
• Use data and analytics to inform decisions and identify improvement opportunities.

Skills

Leadership

Multi-site leadership

Workforce management

Forecasting

Scheduling

Analytics

Excel

AI tools

Executive presence

Stakeholder influence

Tools

AI solutions

Data analytics tools

Job description

We are partnering with a rapidly growing service organization seeking a Director of Contact Center Operations to lead and optimize a multi-site inbound customer contact center supporting a nationwide operation. This is a highly visible leadership role with the opportunity to shape strategy, drive performance, and influence the future of customer engagement across a growing platform.

About the Opportunity

This is not a day-to-day call center management role. You will oversee an established leadership team and focus on strategic initiatives that improve customer experience, operational efficiency, workforce planning, technology adoption, and business partnership across multiple locations.

The organization is investing heavily in operational excellence and customer experience, including evaluating and implementing AI-enabled solutions to improve call center performance and scalability.

What You'll Be Responsible For

• Leading contact center strategy, performance, and continuous improvement initiatives
• Developing and monitoring KPIs related to service levels, booking conversion, call quality, customer satisfaction, and operational efficiency
• Partnering with business leaders across multiple locations to drive alignment and performance
• Evaluating and implementing AI, automation, and workforce management solutions
• Enhancing forecasting, staffing models, reporting, analytics, and workforce optimization practices
• Coaching and developing leadership teams while fostering a culture of accountability and service excellence
• Driving process improvements and scalability initiatives in support of continued organizational growth
• Leveraging data and analytics to influence decisions and identify opportunities for improvement

What We're Looking For

• 7+ years of progressive leadership experience within a contact center or customer operations environment
• Director-level experience leading multi-site or multi-location operations
• Preferred experience in home services, field services, service dispatch, customer care operations, or other multi-location, high-volume inbound contact center environments supporting service-based businesses.
• Strong workforce management, forecasting, scheduling, and operational planning expertise
• Experience improving key performance metrics through data-driven decision making
• Advanced Excel and analytics skills
• Experience evaluating, implementing, or optimizing AI, automation, chatbot, or digital customer engagement solutions
• Strong executive presence with the ability to influence stakeholders without direct authority
• Proven success building relationships across decentralized operations or field-based organizations
• Demonstrated ability to lead through growth, change, acquisitions, or organizational transformation

This is a rare opportunity to join a growing organization at a pivotal stage of expansion. You'll have the chance to influence enterprise-wide customer experience strategy, lead the adoption of emerging technologies, and partner directly with senior leadership to shape the future of a high-performing contact center operation.

Location:

Charlotte, NC area preferred

Travel:

Occasional travel as needed

If you are a collaborative, data-driven contact center leader who excels at workforce optimization, operational strategy, and leading through influence, we'd love to hear from you.