virtual vocationsDenver, CO
Call Center Operations Director
Call Center Operations Director
Call Center Operations Director
virtual vocationsDenver, CO
4 days ago
General and Operations ManagersQuality Control Systems ManagersBusiness Operations Specialists, All Other
Telemarketing Bureaus and Other Contact CentersTelephone Answering ServicesAll Other Business Support Services
Apply for this role (opens in a new tab)Overseeing high-quality operations, the full-time remote Call Center Operations Director will manage inbound and outbound call handling, lead the design of scalable operating models, and standardize procedures to drive continuous improvement across teams.
Key responsibilities:
Oversee inbound and outbound call handling, staffing coverage, and service delivery, stepping in as needed during high volume periods
Design and implement a scalable, enterprise-wide approach to call handling in collaboration with local leaders
Establish and standardize operating procedures, scripts, and best practices while driving continuous improvement through analysis
Required qualifications:
8+ years of contact center operations experience, including 5+ years in leadership roles with multi-site or remote teams
Deep expertise in IVR, call flow, workforce management, and performance metrics
Strong hands-on experience with enterprise telephony and cloud contact center platforms
Proven track record of standardizing processes and improving performance across multiple teams
Bachelor's degree or equivalent experience
Also on the board Same function, level within a rung
Level
Manager
Location
Denver, CO
Occupation
General and Operations Managers
Industry
Telemarketing Bureaus and Other Contact Centers
Posted
4 days ago