Director Call Center Operations jobs in United States
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Confidential ยท 8 hours ago

Director Call Center Operations

positionLA Metro Area
timeFull-time
remoteOnsite
seniorityDirector/Executive
money$125K/yr - $140K/yr
date10+ years exp

Confidential company is seeking an accomplished and visionary Director of Call Center Operations to lead a high-performing, customer-centric organization. This strategic leader will be responsible for elevating customer experience through innovation, optimizing call center processes, and driving employee engagement.

Marketing & Advertising

Responsibilities

Lead a team of 60+ customer service and inside sales professionals across U.S. operations
Build and execute a comprehensive strategy to elevate the customer experience through innovation, collaboration, and measurable results
Define and optimize call center processes capacity planning, channel strategy, quality management, and performance metrics to ensure scalability and consistency
Partner cross-functionally with Sales, IT, Finance, and Operations to create seamless, technology-enabled experiences
Drive employee engagement through coaching, development, and a people-first leadership approach
Oversee key systems initiatives including CRM upgrades, workforce management tools, and omnichannel integration
Monitor KPIs, analyze trends, and develop solutions that improve efficiency, cost-effectiveness, and service levels
Champion continuous improvement, change management, and innovation as organizational imperatives

Qualification

Call center operationsCRM systemsLeadershipSAPData analysisMicrosoft Office SuiteCisco phone systems8x8 Work environmentAnalytical skillsCommunication skillsRelationship-building

Required

Bachelor's degree in Business Administration or related field
10+ years of progressive experience in call center or customer engagement operations
5+ years in a leadership capacity managing large, multi-site teams
Proven success leading transformation, system implementation, or large-scale change initiatives
Experience with SAP, Microsoft Office Suite, and Cisco phone systems
Exceptional communication, analytical, and relationship-building skills

Preferred

MBA
8x8 Work environment experience
Strong familiarity with collaboration and cloud communication tools

Company

Confidential

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This page is owned and operated by JAF HOLDINGS INC. All rights reserved 2025. jafholdingsinc.com
location
Silicon Valley, California US, US
people-size51-200 employees

Funding

Current Stage
Growth Stage

Leadership Team

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Roshan Syed
Global Talent Partner
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Company data provided by crunchbase