Remote Director, Call Center Operations

Jobgether; United States; Vor Ort; USD 112.000 - 199.000; Vollzeit

Benefits dieser Stelle

Annual salary: $111,600–$199,300 USD

Performance-based bonuses

Healthcare and wellness benefits

Paid time off

Remote position available within the U

Zusammenfassung

Jobgether in the United States is seeking a Director of Call Center Operations to lead enterprise-wide customer care strategy across brands, overseeing internal teams, outsourced partners, and digital channels. You will define operating models, workforce plans, vendor governance, and a transformation roadmap to deliver exceptional customer experiences while driving efficiency.

You will champion modernization through automation, analytics, and AI-powered solutions, collaborate with senior

Qualifikationen

• Bachelor's degree in business or related field.
• 10+ years leadership in customer care or call center ops.
• Experience leading multi-site, multi-brand, enterprise-scale service operations.
• Proven experience managing BPO partners and vendor relationships.
• Strong workforce planning, demand forecasting, and analytics.
• Leadership in operating model transformations and technology modernization.
• Familiarity with CCaaS, CRM, workforce management, and AI-enabled solutions.
• Strong financial acumen including budgeting and cost-to-serve optimization.
• Excellent executive communication and stakeholder management.
• Willingness to travel as required.

Aufgaben

• Develop and execute the enterprise-wide customer care strategy, target operating model, and multi-year transformation roadmap.
• Establish KPIs, dashboards, and governance across units.
• Oversee internal teams, outsourced partners, and digital channels.
• Drive modernization through automation, analytics, and AI-powered solutions.
• Collaborate with Procurement, Legal, Finance on vendor contracts and renewals.
• Provide executive reporting on performance, risks, and benefits realization.

Kenntnisse

Executive leadership

Cross-functional leadership

Workforce management

Vendor management

Data analytics

Strategic thinking

Travel willingness

Ausbildung

Bachelor's degree

Tools

CCaaS

CRM

Workforce management

Quality management

AI-enabled tools

Jobbeschreibung

Jobgether in the United States is seeking a Director of Call Center Operations to lead enterprise-wide customer care strategy across brands, overseeing internal teams, outsourced partners, and digital channels. You will define operating models, workforce plans, vendor governance, and a transformation roadmap to deliver exceptional customer experiences while driving efficiency.

You will champion modernization through automation, analytics, and AI-powered solutions, collaborate with senior