OverviewThe Regional Director of Contact Center Operations is responsible for driving operational excellence, customer experience, employee engagement, and revenue performance across multiple contact center teams within an assigned region. This role partners closely with Customer Service Managers, Market Area Presidents, General Managers, and Marketing leaders to support business growth and operational consistency.
Regional Director of Contact Center Operations Key Responsibilities
- Provide leadership and operational oversight across multiple markets and contact center teams.
- Partner with Operators, CSMs, and Marketing teams to maximize lead opportunities and drive revenue growth.
- Ensure all leads are contacted and processed promptly to maximize booking and conversion rates.
- Drive performance in appointment setting, memberships, cross-leads, and other revenue-generating initiatives.
- Coach and develop Customer Service Managers, Team Leads, and Customer Service Representatives.
- Lead employee engagement efforts, including regional eNPS initiatives.
- Advise and report staffing, forecasting, scheduling, workload distribution, and labor utilization.
- Monitor KPIs including Customer Experience, ASA, Abandonment Rate, Quality, Conversion Rates, and Productivity.
- Manage overflow vendor performance.
- Manage contact center tech platforms including AI performance, QA, implementation and adoption of new features.
- Support M&A integrations by aligning processes, training, and operational best practices.
- Communicate and implement national initiatives across the region and provide leadership gap coverage when needed.
Qualifications
- Bachelor’s degree or equivalent experience.
- 10+ years of contact center operations experience with progressive leadership responsibility.
- Multi-site or regional leadership experience preferred.
- Strong workforce management, operational analytics, and customer experience expertise.
- Proven ability to lead leaders and develop high-performing teams.
- Excellent communication, project management, and cross-functional leadership skills.
- Experience with Five9, Verint, workforce management, and quality assurance platforms preferred.
- Ability to travel within the assigned region.
- This role will be 100% Full time, onsite - Denver, CO
What We Offer!
- Paid Vacation Plan
- 401(k) Retirement Plan with company match
- Medical, Dental, Vision (For Employee and Eligible Family Members)
- Career growth opportunity
- Employee Referral Bonuses available
PAY TRANSPARENCY:
The annual pay opportunity for this role ranges $120K-$150K DOE plus Performance Bonus Opportunity. The actual pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Other rewards may include incentive plan opportunities and annual bonus eligibility.
We provide a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. Please note that the compensation information is a good faith estimate for this position. It assumes a rate based on location and experience.
Posted Max Pay RateUSD $150,000.00/Yr.
Posted Min Pay RateUSD $120,000.00/Yr.
