Call Center Operations Director

Job ID 23343 – Call Center Operations Director

Location: Orlando, FL 32819 area – This position is onsite

Pay: $135,000-$145,000 yearly

Plus 15% bonus opportunity

Type: Direct hire

Schedule: M-F, 8:00 AM to 5:00 PM EST

Job description

• Lead and oversee vendor operations, ensuring service delivery, performance standards, and contractual obligations are consistently met across all vendor partners
• Manage a team consisting of direct reports (managers and trainers), providing leadership, coaching, and performance oversight
• Oversee additional indirect reports through supervisor-level leadership, ensuring alignment with operational goals and KPIs
• Drive operational efficiency by developing and optimizing processes, workflows, and vendor management strategies
• Partner cross-functionally with internal stakeholders to align vendor performance with broader business objectives
• Monitor and analyze key performance metrics, implementing continuous improvement initiatives to enhance quality, productivity, and customer experience
• Ensure compliance with company policies, industry standards, and contractual agreements while mitigating operational risks

Nice to have

• Bilingual: Spanish/English

Requirements

• Must have (3) years of experience as a Director or similar in call center environment
• Must be willing to travel as needed (minor travel)
• High school diploma or equivalent
• Background check required