Director of Contact Center Strategy & Operations

Behavioral Health Response; Scottsdale (AZ); On-site; USD 130,000 - 170,000; Full time

Job summary

Behavioral Health Response in Scottsdale, AZ seeks a seasoned Contact Center Director to oversee daily operations, strategic direction, and performance across the organization’s contact centers. You will lead managers and supervisors to deliver exceptional service 24/7 and drive continuous improvement.

The role emphasizes trauma-informed practice, staff coaching, budget stewardship, KPI governance, and cross‑functional collaboration with IT, HR, Sales, and Marketing to support service delivery

Qualifications

• Bachelor’s degree in business/admin or related field; master’s preferred.
• 8+ years in contact center operations with at least 3 years in a senior leadership role.
• Proven track record leading large, multi-channel teams.
• Strong analytical, organizational, and decision-making skills.
• Excellent communication, interpersonal and leadership abilities.

Responsibilities

• Develop and execute the contact center’s strategic vision and operating plans.
• Lead, mentor, and develop a team of center managers and supervisors.
• Monitor KPIs to ensure service levels, customer satisfaction and productivity.
• Oversee workforce planning, recruitment, scheduling, and QA programs.
• Drive initiatives to improve customer experience and operational efficiency.
• Manage the contact center budget, forecasting, and cost control.
• Collaborate with IT, HR, Sales, and Marketing to support delivery and outcomes.

Skills

Leadership

Strategic planning

Analytical thinking

Communication

Team development

Multichannel management

Education

Bachelor’s degree in Business Administration or related field

Master’s degree preferred

Tools

Contact center technology platforms

Workforce management

Quality assurance programs

Job description

Behavioral Health Response in Scottsdale, AZ seeks a seasoned Contact Center Director to oversee daily operations, strategic direction, and performance across the organization’s contact centers. You will lead managers and supervisors to deliver exceptional service 24/7 and drive continuous improvement.

The role emphasizes trauma-informed practice, staff coaching, budget stewardship, KPI governance, and cross‑functional collaboration with IT, HR, Sales, and Marketing to support service delivery