Job Details

This position reports to the VP of Customer Care and Experience and is responsible for the overall leadership, performance, and growth of the call center and BPO support operation. This role manages contact center/ BPO staff, operations, and customer interactions across multiple channels, including phone, chat, email, and AI-powered self-servicewhile ensuring compliance, efficiency, and superior customer experience. The Director will leverage automation and artificial intelligence to scale service delivery, optimize workforce performance, and enhance the customer journey. Job Responsibility Operational & Performance Management Manage contact center results to meet or exceed organizational expectations and KPIs. Oversee expansion of the contact center to support business growth, new technologies, and additional service channels. Actively participate in operational reviews and provide data-driven insights to senior leadership. Manage employee performance to minimize turnover and maximiz...Operations, Director, Customer Experience, Operation, Performance, Customer Service, Manufacturing