Call Center Operations Director
Job ID 23343 – Call Center Operations Director
Location: Orlando, FL 32819 area – This position is onsite
Pay: $135,000-$145,000 yearly
Plus 15% bonus opportunity
Type: Direct hire
Schedule: M-F, 8:00 AM to 5:00 PM EST
Job description:
- Lead and oversee vendor operations, ensuring service delivery, performance standards, and contractual obligations are consistently met across all vendor partners
- Manage a team consisting of direct reports (managers and trainers), providing leadership, coaching, and performance oversight
- Oversee additional indirect reports through supervisor-level leadership, ensuring alignment with operational goals and KPIs
- Drive operational efficiency by developing and optimizing processes, workflows, and vendor management strategies
- Partner cross-functionally with internal stakeholders to align vendor performance with broader business objectives
- Monitor and analyze key performance metrics, implementing continuous improvement initiatives to enhance quality, productivity, and customer experience
- Ensure compliance with company policies, industry standards, and contractual agreements while mitigating operational risks
Nice to have:
- Bilingual: Spanish/English
Requirements:
- Must have (3) years of experience as a Director or similar in call center environment
- Must be willing to travel as needed (minor travel)
- High school diploma or equivalent
- Background check required