Senior Director, Enterprise Call Center Leadership

Velocity; Holland (OH); Hybrid; USD 120.000 - 180.000; Vollzeit

Zusammenfassung

Velocity is seeking a Senior Director, Enterprise Call Center Support to lead the strategic direction and operational excellence of the organization's call center for enterprise accounts. This role will own executive client relationships, align with service commitments, and drive continuous improvement across channels.

You will lead workforce optimization, intelligent automation, and analytics initiatives, while shaping a scalable, high-quality customer experience.

Qualifikationen

• Bachelor's degree in Business, Management, Communications, Information Technology, or a related field is required.
• MBA or advanced degree is preferred.
• 10+ years of experience in call center, contact center, customer support, or service operations.

Aufgaben

• Provide strategic leadership for Call Center operations and drive performance.
• Own executive relationships with enterprise clients and manage SLAs.
• Lead workforce planning, forecasting, scheduling, and real-time performance management.
• Oversee quality assurance, training, and performance management programs.
• Partner with cross-functional teams to improve customer experience and implement automation.

Kenntnisse

Leadership

Executive relationships

Strategy

Communication

Team development

Analytics

AI-enabled tools

Change management

Ausbildung

Bachelor's degree in Business/Management/IT (related field)

MBA preferred

Tools

CRM systems

Workforce management tools

Quality & analytics platforms

AI-enabled support tools

Jobbeschreibung

Velocity is seeking a Senior Director, Enterprise Call Center Support to lead the strategic direction and operational excellence of the organization's call center for enterprise accounts. This role will own executive client relationships, align with service commitments, and drive continuous improvement across channels.

You will lead workforce optimization, intelligent automation, and analytics initiatives, while shaping a scalable, high-quality customer experience.