Director - Call Center

The Director of Service Delivery owns end-to-end performance across a complex, multi-channel contact center environment. This role is accountable for building and operating a scalable service delivery system that consistently meets SLA, quality, and cost targets. This leader operates as both a systems builder and leadership architect, elevating manager performance, enforcing accountability, and driving consistency in a fast-paced, high-growth environment.[ "\n\t. Own SLA performance across 100 queues in a multi-site, multi-channel environment \n\t. Design and operate SLA architecture integrating: \n\t. Workforce planning (forecasting, scheduling)- in coordination with a small (>5 FTE) WFM team \n\t. Real-time adherence and intraday management \n\t. Queue prioritization and routing logic \n\t. Vendor/ BPO load balancing \n\t. Implement real-time SLA recovery systems and escalation frameworks \n\t. Balance service levels, cost, and customer experience \n\t. Design and deploy AI-enabled w...Director, Call Center, Operations, Customer Experience, Technology, Staffing