Director - Call Center

Director of Service Delivery
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. It operates as both a systems builder and leadership architect, elevating manager performance, enforcing accountability, and driving consistency in a fast‑paced, high‑growth environment.

Salary: $130,000 - $165,000 per year
Shift: First
Work hours: 7 AM – 7 PM
Education: High School (required)

Responsibilities

Own SLA performance across 100+ queues in a multi‑site, multi‑channel environment.

Design and operate SLA architecture integrating:

Workforce planning (forecasting, scheduling) – in coordination with a small ( Real‑time adherence and intraday management.

Queue prioritization and routing logic.

Vendor/BPO load balancing.

Implement real‑time SLA recovery systems and escalation frameworks.

Balance service levels, cost, and customer experience.

Design and deploy AI‑enabled workflows across service delivery:

Agent assist and real‑time guidance.

QA automation and compliance monitoring.

Intelligent routing and customer self‑service.

Define workflow logic, decision frameworks, and prompt structures.

Partner with IT for deployment while retaining ownership of use case design and outcomes.

Drive measurable improvements in SLA attainment, AHT and productivity, cost per contact, and quality and compliance.

Lead operations across voice, chat, non‑call case, SMS, mobile app, and web channels.

Optimize routing, prioritization, and capacity allocation across channels.

Manage multi‑site operations including international BPO/vendor partners.

Ensure consistency of execution across locations and channels.

Skills & Qualifications

Director level; 5+ years of experience.

Experience with call center operations, SLA management, and multi‑channel environments (minimum 3 years).

AI integration experience (minimum 3 years).

Coaching and leadership skills (minimum 2 years).

Strong organizational and analytical skills.

Active listening, telephone etiquette, and basic software skills.

Equal Opportunity Employer Statement
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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