Head of Contact Center Excellence & Partnerships

Culligan with ZeroWater Technology; Rosemont (IL); On-site; USD 150,000 - 250,000; Full time

Job summary

EDG is seeking a highly skilled Contact Center Leader to oversee a high-performance, multi‑channel customer support organization. The role drives service excellence across internal and co‑sourced operations, shaping strategy, performance, and modernization of service models.

The candidate will manage SLAs, quality metrics, and vendor relationships while fostering a culture of accountability, coaching, and engagement. A focus on data‑driven improvement and leadership development is essential.

Qualifications

• 10+ years of progressive leadership experience in contact center or customer operations roles.
• Experience managing multi-site or multi-channel contact center teams.
• Experience managing co-sourced/BPO partners with strong vendor governance skills.
• Expertise in workforce management, quality assurance, and customer experience design.
• Strong command of contact center technologies, analytics, and automation tools.
• Exceptional leadership, communication, and stakeholder management skills.
• Demonstrated ability to drive transformation, scale operations, and deliver measurable improvements.

Responsibilities

• Develop and execute the contact center strategy aligned to EDG’s business goals, customer expectations, and transformation roadmap.
• Lead daily operations across inbound, outbound, digital, and self-service channels, ensuring SLAs and productivity targets.
• Oversee workforce management, forecasting, scheduling, and capacity planning across internal and partner sites.
• Embed VOC insights and quality monitoring into decision making and partner governance.
• Lead adoption and optimization of contact center technologies, including CRM, telephony, AI/automation, and knowledge management.

Skills

Leadership

Vendor governance

Workforce management

Customer experience design

Analytics

Stakeholder management

Communication

Job description

EDG is seeking a highly skilled Contact Center Leader to oversee a high-performance, multi‑channel customer support organization. The role drives service excellence across internal and co‑sourced operations, shaping strategy, performance, and modernization of service models.

The candidate will manage SLAs, quality metrics, and vendor relationships while fostering a culture of accountability, coaching, and engagement. A focus on data‑driven improvement and leadership development is essential.