Call Center Director - The Panther Group : Job Details

Company Overview:

A well-established global organization specializing in customer service solutions is seeking a strategic leader to join its operations team.

Position Summary:

Call Center Director is a senior-level leader responsible for overseeing performance, operational efficiency, and customer satisfaction across one or more call center sites. This role directs large teams, manages operational budgets, aligns initiatives with organizational goals, and collaborates across departments to deliver best-in-class customer experiences. The Director is a key driver of long-term strategy and operational success in a fast-paced, high-volume environment.

Key Responsibilities:

• Provide strategic oversight of contact center operations, including service delivery, staffing, compliance, and performance management
• Lead and develop senior managers and support teams to consistently meet or exceed performance targets
• Design and implement operational strategies aligned with overall organizational objectives and client expectations
• Optimize performance through process improvement initiatives, technology integration, and workforce efficiency
• Monitor key performance indicators and financial metrics, reporting regularly to executive leadership
• Collaborate cross-functionally with internal departments to ensure operational readiness and continuous development
• Lead business continuity efforts and risk mitigation planning across site(s)
• Manage site-level budgets, forecasts, and third-party relationships, where applicable
• Promote a positive workplace culture focused on employee engagement, inclusion, and continuous improvement
• Support the launch and scaling of new programs in coordination with internal stakeholders

Qualifications:

• Bachelor's degree in Business, Operations, or a related field (MBA or advanced degree preferred)
• 8–10+ years of progressive leadership experience in contact center or customer operations, with multi-site or enterprise-level responsibilities
• Demonstrated success leading large teams and delivering measurable improvements in customer experience and operational performance
• Strong understanding of contact center technology, workforce management systems, quality frameworks, and performance metrics
• Proven ability to manage budgets, forecast costs, and implement cost-effective strategies
• Outstanding leadership, communication, and organizational change management skills
• Experience with outsourcing, offshoring, or third-party vendor management is a plus
• Familiarity with CRM platforms (e.g., Salesforce, Zendesk), cloud-based contact center systems (e.g., Genesys, Five9), and analytics tools preferred
• Certification or background in continuous improvement methodologies (e.g., Six Sigma, Lean) strongly preferred
• Experience supporting global or multilingual contact center operations is highly desirable