Head of Multi-Site Contact Center Strategy & Operations

LHH US; Virginia; Hybrid; USD 150.000 - 180.000; Vollzeit

Benefits dieser Stelle

Sign-on bonus

Hybrid work arrangement

Zusammenfassung

LHH Recruitment Solutions is seeking a newly created hybrid Senior Director, Contact Center Strategy & Operations in Chesapeake, VA. This role provides end-to-end accountability for operational excellence, people leadership, and the integration of current and future contact center capabilities to deliver customer-centric service.

The position requires 15+ years in contact center operations, leadership of leaders, and a strong track record of multi-site management.

Qualifikationen

• Bachelor's degree in Business, Operations, or related field required; Master's preferred.
• 15+ years of progressive experience in contact center operations, including leadership of leaders.
• Demonstrated experience managing multi-site or complex operational environments.

Aufgaben

• Lead and develop a multi-level leadership structure across multiple contact center locations.
• Establish and execute a comprehensive contact center strategy aligned with organizational goals and customer experience objectives.
• Drive consistent performance across sites by standardizing processes and reinforcing accountability.
• Partner with cross-functional leaders to support integration, expansion, and evolution of contact center operations.
• Champion a high-performance culture focused on accountability, engagement, and continuous improvement.
• Align performance metrics, customer experience standards, and business outcomes.
• Identify opportunities for operational transformation, efficiency gains, and service enhancements.
• Provide executive-level insights and recommendations based on performance and trends.
• Collaborate with the Fellow, Contact Center Performance to align strategy and execution.
• Lead change management efforts for new processes, structures, or technologies.

Kenntnisse

Leadership

Executive presence

Communication

Strategic thinking

Change management

Influencing

Cross-functional collaboration

Data-driven decisions

Ausbildung

Bachelor's degree in Business/Operations

Master's degree preferred

Tools

ACD

WFM

QA

CRM

Jobbeschreibung

LHH Recruitment Solutions is seeking a newly created hybrid Senior Director, Contact Center Strategy & Operations in Chesapeake, VA. This role provides end-to-end accountability for operational excellence, people leadership, and the integration of current and future contact center capabilities to deliver customer-centric service.

The position requires 15+ years in contact center operations, leadership of leaders, and a strong track record of multi-site management.