Senior Director, Enterprise Call Center Leadership

Velocity, A Managed Solutions Company; Holland (OH); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical, Dental, Vision

PTO & Paid Holidays

Paid Sick Time

401K – with Employer Match

Paid Parental Leave

Company provided Life Insurance, Short

Short/Long-Term Disability

Job summary

Velocity MSC seeks a Senior Director of Enterprise Call Center Support to lead strategic operations, optimize performance, and drive continuous improvement across all call center channels for enterprise clients.

The role owns executive relationships, guides workforce optimization, AI-enabled tools adoption, and analytics-driven decision making to elevate service levels and customer satisfaction while aligning with Velocity's growth objectives.

Qualifications

• Bachelor's degree in Business, Management, Communications, IT, or related field required.
• 10+ years of experience in call center, contact center, customer support, or service operations.
• 5+ years of senior leadership experience managing large, multi-layered teams.
• 5+ years of experience managing enterprise or strategic client relationships.
• Experience leading high-volume Call Center operations and improving customer experience and efficiency.
• Experience with automation, AI-enabled tools, or digital customer service solutions preferred.
• Candidates must be legally authorized to work in the United States without current or future employer sponsorship.

Responsibilities

• Provide strategic leadership for Call Center operations across frontline agents, supervisors, and managers.
• Manage executive relationships with enterprise client accounts and commitments in SLAs/contracts.
• Drive customer experience improvements, QA programs, and escalations handling.
• Lead AI, automation, and digital support strategy within the Call Center.
• Oversee workforce planning, forecasting, scheduling, and performance management.
• Develop managers through coaching, performance management, and succession planning.
• Ensure knowledge resources and training materials remain current.
• Collaborate with HR, Talent Acquisition, and cross-functional teams to align customer support with business needs.
• Provide executive-level reporting on performance, risks, and improvements.

Skills

Leadership

Executive relationships

Data-driven decisions

AI-enabled support

Call Center operations

Education

Bachelor's degree in related field

MBA or advanced degree preferred

Tools

CRM systems

Contact center platforms

Workforce management tools

AI-enabled support tools

Job description

Velocity MSC seeks a Senior Director of Enterprise Call Center Support to lead strategic operations, optimize performance, and drive continuous improvement across all call center channels for enterprise clients.

The role owns executive relationships, guides workforce optimization, AI-enabled tools adoption, and analytics-driven decision making to elevate service levels and customer satisfaction while aligning with Velocity's growth objectives.