Contact Center Director jobs in the United States

Join one of the fastest growing companies in America, recently recognized as an Inc. 5000 award-winning company with more than 400 percent growth over the past three years. Silencer Central is passionate about the compliancy, knowledge and community education in firearm sound suppression and making silencer buying simple since 2005. Apply today!

Shift: Monday – Friday, 8:00am-5:00pm
Location: On-site

Job Summary:

At Silencer Central, we believe that Customers Integrity = Winning. The Director of Contact Center Operations will oversee all aspects of contact center operations, ensuring high levels of customer satisfaction, operational efficiency, and staff performance. This role involves strategic planning, leadership, and management of contact center staff, while continuously enhancing the customer experience. The ideal candidate will have a strong, demonstrated background in customer service and contact center management, along with a deep understanding of metrics-driven environments and a passion for building and leading high-performing teams.

Job Responsibilities & Essential Functions:

• Develop and implement the strategic vision for the contact center that aligns with the organization’s business objectives and customer experience goals.

• Clearly and compellingly articulate the future of customer support, inspiring and aligning leadership, peers, operations leaders, managers, and agents with the strategic vision.

• Lead the optimization of in-house and outsourced contact center operations to maximize the quality of service, operational efficiency and experience.

• Oversee day-to-day contact center operations, ensuring achievement of key performance indicators (KPIs) such as response time, customer satisfaction, first-call resolution, and service-level agreements (SLAs).

• Oversee complaints and escalation management to ensure timely resolution of customer issues and enhance customer satisfaction.

• Foster a high-performing, customer-oriented culture that expects excellence and gets stuff done.

• Provide coaching, guidance, and mentorship to contact center managers

• Ensure agent and contact center readiness to organizational change, product launches, projects, and initiatives.

• Continuously assess processes and implement improvements to enhance efficiency, reduce contacts per customer, decrease handling time, and improve service quality.

• Establish and manage the budget for contact center operations, focusing on cost control and resource optimization.

• Ensure compliance with regulatory requirements and industry standards and adherence to data security and privacy standards in all technology and operational practices.

• Generate and present regular performance reports to senior leadership, highlighting successes, trends, and recommended action plans.

• Manage vendor performance and relationships, ensuring that third-party service providers meet contractual obligations, performance standards, and service level agreements (SLAs).

• Regularly evaluate vendor performance, provide feedback, and implement improvement plans as needed to optimize service delivery and maintain high-quality standards.
  

Job Requirements & Qualifications:

• Bachelor’s degree in business, management, communications, or related field. MBA or other advanced degree preferred.
• 10 years’ experience leading in-house and outsourced omni channel contact center teams; with at least 5 years in a leadership role.
• Proven experience in leading and innovating contact center strategies within high-growth organizations and scaling operational efficiency, including implementing automation and AI tools, such as chatbots and IVR systems.
• Proven record of scaling operations to meet business growth objectives
• Experience with managing and outlining outsourcing strategies and partnerships.
• Excellent analytical and problem-solving skills; experience using data to drive performance.
• Ability to develop and manage budgets, prioritize resources, and meet financial targets.
• Strong interpersonal and communication skills, with the ability to lead, inspire, and motivate teams.

Supervisory Responsibilities:

Two direct reports, with accountability for a department of more than 45 individuals.

COMPENSATION AND BENEFITS:

Starting pay will vary based on experience and relevant skills/knowledge. Silencer Central offers a competitive total compensation package that includes:

• PTO
• Company Paid Holidays
• Health insurance: Copayment Plus Plan or High Deductible Health Plan with $1500-$3000 HRA Contribution
• Dental insurance
• Vision insurance
• LTD and STD insurance
• Company Paid Life Insurance
• EAP
• Colonial Life
• 401(k) with company match
• Employee Discount Program
• Free snacks and drinks

Apply today and join our amazing team! Our business is growing and we need motivated people to help us continue our success!