Head of Multisite Contact Center Strategy & Growth

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

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