Director of Call Center Operations

Are you a seasoned customer service leader ready to make a meaningful impact? Quantum Recruiters is conducting a search for a Director of Call Center Operations. This role offers the opportunity to lead high-performing teams, shape service strategy, and elevate the experience for a multi-faceted customer driven organization. About the Role As the Director of Call Center Operations, you will lead a team responsible for delivering exceptional service. You will ensure that customers receive timely, accurate, and empathetic support while driving operational excellence, team engagement, and continuous improvement. This role provides both strategic and operational influence, with a direct impact on organizational success and customer satisfaction. This is a highly visible, high-impact role within the organization, ideal for candidates who demonstrate a continuous improvement mindset and proven change management acumen. Success in this role requires exceptional cross-functional communication, performance management expertise, and experience in developing both group and individual skills. What You’ll Do • Lead and develop a team of managers and frontline staff to ensure exceptional customer service delivery. • Define and implement a customer service strategy aligned with organizational goals. • Partner with internal stakeholders to enhance customer experience. • Develop and oversee key performance indicators and quality standards, to ensure teams consistently exceed expectations. • Drive operational efficiencies, process improvements, and adoption of digital tools to improve service delivery. • Resolve escalated and complex customer issues with fairness, transparency, and accountability. • Manage staffing, coaching, performance evaluations, and professional development for direct reports. • Develop and monitor departmental budgets, ensuring alignment with strategic priorities. • Support compliance with industry regulations, internal policies, and audit requirements. What We’re Looking For • 7+ years of experience in customer service operations, including supervisory or managerial experience. • Proven ability to lead and inspire teams, balancing operational excellence with a people-first approach. • Strong analytical, problem-solving, and process improvement skills. • Exceptional communication skills, with the ability to influence stakeholders and simplify complex challenges. Education • Bachelor’s degree in Business or related field, or equivalent experience. Why You’ll Love This Role • Lead a critical function within a mission-driven organization. • Shape strategy and drive tangible improvements in service delivery. • Work with a collaborative, high-performing leadership team. • Directly impact the experience of multi-faceted customer base. • Competitive compensation and benefits. Apply tot his job