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

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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 31, 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 are popular job titles related to Contact Center Director jobs in Boca Raton, FL?

For Contact Center Director jobs in Boca Raton, FL, the most frequently searched job titles 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.

Global Workforce Management Leader (Contact Center)

Bosch Group

Fort Lauderdale, FL • On-site

Full-time

Posted 16 days ago

Bosch rating

7.4

Company rating: 7.4 out of 10

Based on 97 frontline employees who took The Breakroom Quiz

290th of 495 rated machine equipment manufacturers

Job description

Company Description

Bosch Service Solutions is a leading provider of Business Process Outsourcing optimizing services in the
following key areas: Customer Experience Services, Mobility Services, Monitoring Services as well as
Business and Shared Services. Around 9,000 associates provide and optimize customers’ business
processes in approximately 40 languages. Visit our website for more information at
www.boschservicesolutions.com. BMW

Job Description

The Leader is the "air traffic controller" of the international service center. This role holds full operational and disciplinary responsibility for the workforce management (WFM) pipeline and intraday steering team. The primary objective is to balance customer demand with agent supply, maintaining high cost-efficiency (agent occupancy) while consistently meeting international Service Level Agreements (SLAs). This position is fully onsite at our Fort Lauderdale, FL location.

Qualifications

Key Performance Indicators (KPIs)

  • Balanced Steering Index: Maintain a highly optimized, weighted score that balances overall SLA Achievement with target Agent Occupancy (preventing both over-staffing and under-staffing).
  • Multi-Horizon Forecast Accuracy: Keep volume and workload forecasting variance within a strict defined accuracy band.
  • Proactive Shrinkage Mitigation: Timely escalation of shrinkage anomalies to the GOM with immediate capacity recovery plans.

Requirements & Tech Stack

  • Experience: 5+ years of workforce management (WFM) leadership experience, specifically managing multi-site, multi-queue routing environments.
  • Systems: Advanced, hands-on administrative expertise in Verint WFM software (essential) and ACD telephony systems (e.g., Genesys, Avaya, Cisco).

Additional Information

Key Responsibilities

  • Multi-Horizon Planning: Oversee the end-to-end forecasting and capacity planning pipeline, managing dedicated planners to predict call volumes and staffing needs across short, mid, and long-term horizons.
  • Schedule Ownership & Sign-off: Direct the agent scheduling process and sign off on final rosters across all regions, ensuring optimal coverage that respects local labor laws in the US, Costa Rica, and the Philippines.
  • Tactical Intraday Command: Direct real-time steering. Holds absolute authority to instruct local operations to move agents between lines of business, queues, and countries during SLA emergencies (local operations are informed of moves, not negotiated with).
  • Shrinkage & Risk Management: Monitor, track, and proactively flag shrinkage metrics (e.g., absenteeism, unplanned time off, meeting/training overhead) and escalate remediation plans directly to the GOM.
  • Data-Driven Reporting: Provide daily, weekly, and monthly performance reviews analyzing SLA delivery, forecast accuracy, shrinkage impact, and agent occupancy levels to the GOM.

  • Leadership Style & Competencies

  • The "Air Traffic Controller": Highly decisive, calm under pressure, and comfortable commanding a room. Able to make rapid, high-stakes tactical decisions to save SLAs.
  • Analytical Powerhouse: Gifted with numbers, statistical forecasting models, and trend analysis.
  • Assertive Communicator: Confident in giving direct instructions to local Site Managers to relocate staffing resources globally.

What Bosch employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

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About Bosch

Sourced by ZipRecruiter

Bosch is a renowned multinational company based in Farmington Hills, Michigan. Associated with the industrial technology, consumer goods, and building technology sectors, Bosch is an iconic name in the global market. In addition to its high-quality product roster, which is chiefly characterized by home appliances, power tools, automotive parts, and smart home items, it offers unparalleled services in the realms of software and business process outsourcing. Founded by Robert Bosch in Stuttgart, Germany in 1886, the company has stayed true to its core values of superior quality and innovation.

Industry

Electrical equipment, appliance, and component manufacturing

Company size

10,000+ Employees

Headquarters location

Farmington Hills, MI, US

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