Director of Contact Center Operations (Remote)

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

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.