Director of Contact Center Operations jobs in United States
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Colony Brands, Inc. · 2 weeks ago

Director of Contact Center Operations

positionUnited States
timeFull-time
remoteRemote
seniorityLead/Staff, Director/Executive
date5+ years exp

Colony Brands, Inc. is one of the world’s largest and most successful direct marketing catalog and e-Commerce companies, seeking a Director of Contact Centers to lead their customer experience strategy and operations. This role involves overseeing a fully remote contact center workforce and driving performance while fostering engagement and maintaining service culture.

ConsumerHealth Care
Hiring Manager
Rudy Folk
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Responsibilities

Managing and optimizing remote contact center operations to meet and exceed performance targets
Coaching and developing team leaders and agents through data-driven feedback and continuous learning initiatives
Overseeing outsourced offshore agent partnerships, ensuring alignment with performance standards, brand values, and customer experience expectations
Championing employee engagement, morale, and retention through innovative virtual development programs
Leveraging technology and analytics to enhance service delivery, efficiency, and customer satisfaction
Fostering a culture of accountability, collaboration, and excellence across a geographically dispersed workforce

Qualification

Contact center leadershipCustomer experience strategyTechnology initiativesOff-shore vendor oversightBudgeting experienceBachelor's degreeWordExcel proficiencyForecasting/WFM programsDynamic communicationTeam engagement

Required

A bachelor's degree in business administration or communications or related field
5+ years of contact center leadership experience
Experience leading a large temporary or part-time workforce
Experience leading enterprise-wide technology initiatives; including driving selection and rollout of large-scale contact center systems
Possesses a working knowledge of Word, Excel, and forecasting/WFM programs
Understanding the importance of confidentiality regarding employee and customer information

Preferred

Preferred experience with off-shore vendor negotiations/oversight
Preferred budgeting experience

Company

Colony Brands, Inc.

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Colony Brands, Inc. is one of North America's largest, multi-channel direct-marketing companies.
dateFounded in 1926
location
Monroe, Wisconsin, USA
people-size1001-5000 employees
web-link
http://www.colonybrands.com/

Funding

Current Stage
Late Stage

Leadership Team

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Tom Newell
Chief Financial Officer
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Company data provided by crunchbase