Director of Call Center Operations

**Description**

The Director of Call Center Operations manages all aspects of call center activities in support of the program. Serves as a member of the leadership project management team ensuring service delivery and contract deliverable execution. Develops and implements strategies to meet the programs goals and objectives, increasing customer experience and efficiency. Manages and leads a team of Contact Center support staff, Contact Center Triage Consultants and specialty consultants. Provides guidance, coaching, and support to deliver high levels of user engagement and satisfaction. Monitors Contact Center performance metrics and operational KPIs, such as call volume, response times, customer satisfaction scores. Identifies trends, issues, and opportunities for improvement. Continuously assess and refine Contact Center processes to optimize efficiency and customer satisfaction. Implements best practices and innovative solutions to enhance reporting and overall customer e...