Call Center Operations Director

Orlando, FL Direct Hire $135,000-$145,000 +bonus Posted April 1, 2026

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:

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

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