Director Of Contact Center Operations; Onsite

Position: DIRECTOR OF CONTACT CENTER OPERATIONS (ONSITE)
SC Data Center, Inc., an affiliate of Colony Brands, Inc.—one of the world’s largest and most successful direct marketing catalog and e-Commerce companies—is seeking a Director of Contact Centers to lead our customer experience strategy and operations.
This pivotal leadership role comes at a time of continued growth and transition, as we prepare for an upcoming retirement within our senior leadership team. The Director will oversee a fully remote contact center workforce, managing geographically dispersed agents across inbound, outbound, and digital channels. This role requires a visionary leader who can drive performance, foster engagement, and maintain a strong culture of service in a virtual environment.

What You’ll Do
The Director of Contact Centers will lead the strategic and day-to-day operations of our fully remote Home Agent Department
, overseeing a distributed team of customer service professionals across inbound, outbound, and digital channels. This role is pivotal in shaping a seamless, high-quality customer experience while driving operational excellence in a virtual environment. We're seeking a results-oriented leader who thrives in a digital-first landscape and is passionate about building empowered, high-performing teams. The Director will be responsible for:

• Managing and optimizing remote contact center operations to meet and exceed performance targets

• Coaching and developing team leaders and agents through data-driven feedback and continuous learning initiatives

• Overseeing outsourced offshore agent partnerships, ensuring alignment with performance standards, brand values, and customer experience expectations

• Championing employee engagement, morale, and retention through innovative virtual development programs

• Leveraging technology and analytics to enhance service delivery, efficiency, and customer satisfaction

• Fostering a culture of accountability, collaboration, and excellence across a geographically dispersed workforce