Director, Call Center Operations

Director, Call Center Operations

The Director, Call Center Operations is responsible for delivering strong and consistent performance across call center operations supporting multiple brands on the Unleashed Brands platform. This leader oversees internal teams and outsourced call center partners, with accountability for service, sales and conversion performance, customer experience, workforce effectiveness, operating cost, and overall execution. The role combines people leadership with operational improvement. The Director is expected to build strong leaders and teams, establish clear performance expectations, identify and address performance gaps, and continuously improve the processes, tools, and operating practices that drive call center results.

This leader also oversees external call center vendors and outsourced teams, ensuring they meet established service levels, quality standards, performance expectations, and financial commitments.

Drive Call Center Performance

• Own performance across assigned brands and programs, including service level, quality, conversion, occupancy, shrinkage, productivity, attrition, and other key operating metrics.
• Establish clear performance expectations and operating rhythms that create accountability for results.
• Identify performance gaps quickly and work with leaders to implement corrective actions and measurable improvement plans.
• Use data, customer feedback, and firsthand operational observation to improve performance and customer outcomes.
• Ensure consistent execution and service standards across brands while accounting for differences in business needs and customer expectations.

Lead and Develop Call Center Teams

• Lead, coach, and develop call center leaders responsible for day-to-day operations and team performance.
• Build leadership capability and succession depth across the call center organization.
• Ensure leaders consistently coach performance, manage attendance and productivity, and address employee issues promptly.
• Partner with the People Team on workforce planning, organizational structure, hiring needs, performance management, and employee relations.
• Create an operating environment that reinforces accountability, development, and strong customer service.

Improve and Optimize Operations

• Evaluate call center processes, workflows, staffing models, and operating practices to identify opportunities to improve performance, efficiency, and customer experience.
• Lead implementation of process improvements and ensure changes deliver measurable results.
• Standardize operating practices where doing so improves consistency, efficiency, or scalability across brands.
• Develop staffing and workforce plans that align labor resources with contact volume, service expectations, and business demand.
• Build operating plans and performance measures that connect call center activity to broader business outcomes.

Manage Outsourced Call Center Partners

• Oversee outsourced call center vendors and external delivery partners supporting Unleashed Brands and its brands.
• Establish and manage service levels, quality standards, performance expectations, and operating requirements for external partners.
• Hold vendors accountable for performance, staffing, service quality, and contractual commitments.
• Review vendor performance and economics and identify opportunities to improve service, efficiency, or cost.
• Lead onboarding and operational integration of new vendors or outsourced teams as business needs evolve.

Financial and Business Accountability

• Own assigned call center budgets and monitor labor, vendor, and operating costs.
• Manage cost-per-contact, labor efficiency, staffing productivity, and other financial measures.
• Develop business cases and ROI analysis for process, technology, staffing, or vendor changes.
• Connect call center performance to sales, customer experience, retention, and other brand-level business outcomes.
• Communicate performance, risks, and improvement plans clearly to senior leaders and brand stakeholders.

Technology and Continuous Improvement

• Identify opportunities to use technology, automation, AI, and analytics to improve call center performance and customer experience.
• Par…