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Contact Center Director Jobs in Boca Raton, FL (NOW HIRING)

The Learning Experience

Center Director

Miramar, FL

$55K - $60K/yr

As a Center Director, you'll lead a passionate team and make a meaningful difference in the lives of children, their families, and your community. Compensation: $55,000-$60,000 What We Offer: • ...

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The Learning Experience

Center Director

Sunrise, FL · On-site

$55K - $60K/yr

As a Center Director, you'll lead a passionate team and make a meaningful difference in the lives of children, their families, and your community. Compensation: $55,000-$60,000 What We Offer: • ...

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All JobsContact Center JobsContact Center Director JobsContact Center Director Jobs in Boca Raton, FL

Contact Center Director information

See Boca Raton, FL salary details

$51.2K

$117.6K

$150.9K

How much do contact center director jobs pay per year?

As of Aug 23, 2026, the average yearly pay for contact center director in Boca Raton, FL is $117,553.00, according to ZipRecruiter salary data. Most workers in this role earn between $92,500.00 and $142,300.00 per year, depending on experience, location, and employer.

What does a contact center director do?

A Contact Center Director is responsible for overseeing the operations and performance of a company's contact or call center. They develop strategies to improve customer service, manage budgets, and ensure that the center meets its goals for customer satisfaction and efficiency. This role involves leading teams, implementing new technologies, and analyzing data to optimize workflows. Contact Center Directors also coordinate with other departments to align customer service with the company’s overall objectives.

What are the key skills and qualifications needed to thrive as a contact center director, and why are they important?

To thrive as a Contact Center Director, you need strong leadership abilities, extensive experience in customer service management, and a relevant bachelor's degree, often in business or communications. Familiarity with contact center software platforms (like Genesys or Five9), workforce management systems, and quality assurance tools is typically required. Exceptional communication, problem-solving, and strategic thinking skills help you motivate teams and drive continuous improvement. These competencies are crucial for ensuring operational efficiency, high customer satisfaction, and the achievement of organizational goals.

What are some common challenges faced by a contact center director, and how can they be managed?

Contact Center Directors often face challenges such as maintaining high service levels during peak periods, ensuring consistent training and development for agents, and managing turnover. To address these, directors implement robust workforce management systems, foster a positive work culture, and invest in ongoing coaching and technology upgrades. Collaborating closely with HR and IT teams is essential to streamline processes and support both staff and customers effectively.

What is the difference between Contact Center Director vs Customer Service Manager?

AspectContact Center DirectorCustomer Service Manager
ResponsibilitiesOversees entire contact center operations, strategy, and performanceManages customer service team, handles escalations, improves service quality
Required CredentialsBachelor's degree, experience in contact center management, leadership skillsBachelor's degree, customer service experience, team management skills
Work EnvironmentCall centers, customer support centers, corporate officesCustomer service departments, retail, or service-oriented settings
Industry UsageCommonly used in large organizations with multiple contact channelsUsed in various industries focusing on direct customer interaction

The Contact Center Director typically oversees the entire contact center operation, focusing on strategy and performance, while the Customer Service Manager handles day-to-day customer interactions and team management. Both roles require leadership skills and relevant experience, but the director's scope is broader, often involving higher-level planning and resource allocation.

What are the most commonly searched types of Contact Center jobs in Boca Raton, FL?

The most popular types of Contact Center jobs in Boca Raton, FL are:

What job categories do people searching Contact Center Director jobs in Boca Raton, FL look for?

The top searched job categories for Contact Center Director jobs in Boca Raton, FL are:

What cities near Boca Raton, FL are hiring for Contact Center Director jobs?

Cities near Boca Raton, FL with the most Contact Center Director job openings:

Contact Center Director jobs near you
Infographic showing various Contact Center Director job openings in Boca Raton, FL as of August 2026, with employment types broken down into 78% Full Time, 19% Part Time, and 3% Contract. Highlights an 73% Physical, 3% Hybrid, and 24% Remote job distribution, with an average salary of $117,553 per year, or $56.5 per hour.

Remote Contact Center Supervisor

Hotwire Communications

Fort Lauderdale, FL • Remote

Full-time

Re-posted 8 days ago

Hotwire Communications rating

8.3

Company rating: 8.3 out of 10

Based on 25 frontline employees who took The Breakroom Quiz

19th of 99 rated telecommunications companies

Job description

The Contact Center Supervisor is responsible for overseeing and managing a group of customer engagement specialists on-site or remote. This position will consistently ensure that the highest level of service is provided to our customers.

RESPONSIBILITIES:

  • Lead and manage a team of customer engagement specialists to ensure successful processes for schedule adherence, call center queues, timeliness of issue resolution, and quality and training needs.
  • Provide coaching and mentoring to team to create and foster engagement, as well as a high- performance culture.
  • Oversee the accurate review and completion of escalated work items and working with other departments to ensure timely resolution.
  • Oversee the daily management of call/ticket resolution call center service level requirements (Metrics) ensuring timely call pick up, wait times and abandonment rates as well as timely resolution and follow through
  • Monitor team members email and department communication to ensure proper feedback is provided as necessary.
  • Analyze and identify opportunities through call monitoring and escalation trends to enhance the customer experience
  • Review the performance of staff, identifying training needs and partnering with internal Training & Quality team to implement training opportunities for new and existing team members
  • Partner with management to identify areas of opportunity to improve the customer experience
  • Work closely with our partners and internal areas to identify and resolve issues in order to provide clients and advisors with exceptional service.
  • Act as management escalation point for escalated calls
  • Support all Customer Contact Center process including but not limited to schedule adherence, department and CES metrics, scorecards, quality assurance, etc., You must maintain a system for providing feedback to agents on a bi-monthly and monthly basis.
  • Keep abreast of new company products, services and procedures to ensure thorough team communication.
  • Maintain positive department morale through, subordinate feedback and establishes promotions, contest, events, etc. to keep a positive work environment.
  • Work with management on Customer Contact Center initiatives.
  • Appropriately escalate customer dissatisfaction with call center leadership team.
  • Other duties as assigned by Supervisor.

MINIMUM QUALIFICATIONS:

  • Demonstrated ability and experience in providing leadership and motivation
  • Working knowledge of Call Centers concepts, practices and procedures
  • Knowledge of cable and telecommunications products and services
  • At least 2 years’ experience in call center and customer service center role
  • At least one year of AMDOCS experience strongly preferred
  • Superior customer service delivery skills
  • Focused, driven to achieve
  • Ability to work a flexible schedule that includes, days, evenings, weekends and holidays

What Hotwire Communications employees say

Pay

Benefits

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