OverviewThe Senior Director of Call Center Operations is responsible for the strategic leadership, performance, and day-to-day oversight of a high-volume contact center supporting franchised automotive dealerships. This role ensures exceptional customer experiences, efficient appointment setting, and strong dealer satisfaction while driving operational excellence, quality, compliance, and continuous improvement across inbound and outbound call programs.
ResponsibilitiesKey Responsibilities - Leadership & Operations- Lead and develop call center leadership and frontline management.
- Oversee inbound customer service and outbound appointment-setting operations.
- Establish staffing, workforce planning, and scheduling models.
- Drive performance culture focused on quality and productivity.
Quality, Training & Customer Experience- Oversee call monitoring, quality assurance, and coaching.
- Ensure script adherence and dealer brand alignment.
- Partner with training teams on onboarding and ongoing enablement.
Dealer & Client Partnership- Act as senior escalation point for dealers and OEM partners.
- Partner with Dealer Services and Program Management teams.
- Review performance metrics with internal and external partners.
Compliance & Risk Management- Ensure compliance with TCPA, FCC, Do Not Call, and privacy requirements.
- Maintain call recording, disclosures, and regulatory policies.
Reporting & Continuous Improvement- Own KPIs, dashboards, and reporting.
- Use analytics to optimize scripts, workflows, and outcomes.
QualificationsQualifications- 5+ years of contact center leadership experience.
- Automotive dealership or appointment-based service experience preferred.
- Strong analytical, leadership, and communication skills.
Additional informationThe Power of One starts with our people! To do powerful things, we offer powerful resources. Our best-in-class wellness and benefits offerings include:
- Paid Family Care for parents and caregivers for 12 weeks or more
- Monetary assistance and support for Adoption, Surrogacy and Fertility
- Monetary assistance and support for pet adoption
- Employee Assistance Programs and Health/Wellness/Comfort reimbursements to help you invest in your future and work/life balance
- Tuition Assistance
- Paid time off that includes Flexible Time off Vacation, Annual Sick Days, Volunteer Days, Holiday and Identity days, and more
- Matching Gifts programs
- Flexible working arrangements
- 'Work Your World' Program encouraging employees to work from anywhere Publicis Groupe has an office for up to 6 weeks a year (based upon eligibility)
- Business Resource Groups that support multiple affinities and alliances
The benefits offerings listed are available to eligible U.S. Based employees, are reviewed on an annual basis, and are governed by the terms of the applicable plan documents.
We also offer medical and voluntary benefits to our freelancers and temporary employees. Voluntary benefit options include supplemental medical insurance, transportation, and parking benefits, legal benefits, pet insurance, and auto and home insurance.
You must be actively employed for 90 consecutive calendar days in order to be eligible for Publicis medical and voluntary benefits. You will also be eligible to participate in the Publicis 401(k) Plan after you complete 1,000 work hours in a consecutive 12-month period.
Compensation Range: $121,315 - $185,920 annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 07/16/2026.
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