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Contact Center Director Jobs in Decatur, GA (NOW HIRING)

Pwc

Contact Center Transformation - Manager

Atlanta, GA · On-site

$99K - $232K/yr

Responsibilities - Leading contact center transformation initiatives and managing client ... At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship ...

OTR Solutions

Contact Center Manager

Roswell, GA

We are looking for a highly organized, execution-minded Contact Center Manager to serve as the first point of contact for all inbound client communications. This role plays a critical part in ...

OTR Solutions

Contact Center Manager

Roswell, GA

We are looking for a highly organized, execution-minded Contact Center Manager to serve as the first point of contact for all inbound client communications. This role plays a critical part in ...

OTR Solutions

Contact Center Manager

Roswell, GA · On-site

We are looking for a highly organized, execution-minded Contact Center Manager to serve as the first point of contact for all inbound client communications. This role plays a critical part in ...

Applied ABC

Center Director

Norcross, GA · On-site

$44K - $60K/yr

Center Director - ABA Center (Norcross, GA) Full-Time | + Comprehensive Benefits Lead with Purpose. Empower with Expertise. Make an Impact. Who We Are At Applied ABC, we're passionate about helping ...

Ivywood Academy

Center Director

Stockbridge, GA

$40K - $55K/yr

Join Ivywood Academy as a Center Director and lead our passionate team in providing quality education to children in Stockbridge, GA. This exciting role allows you to shape the future of our students ...

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All JobsContact Center JobsContact Center Director JobsContact Center Director Jobs in Decatur, GA

Contact Center Director information

See Decatur, GA salary details

$52.7K

$120.9K

$155.2K

How much do contact center director jobs pay per year?

As of Jul 18, 2026, the average yearly pay for contact center director in Decatur, GA is $120,943.00, according to ZipRecruiter salary data. Most workers in this role earn between $95,200.00 and $146,400.00 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 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 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 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 the most commonly searched types of Contact Center jobs in Decatur, GA? The most popular types of Contact Center jobs in Decatur, GA are:
What are popular job titles related to Contact Center Director jobs in Decatur, GA? For Contact Center Director jobs in Decatur, GA, the most frequently searched job titles are:
What job categories do people searching Contact Center Director jobs in Decatur, GA look for? The top searched job categories for Contact Center Director jobs in Decatur, GA are:
What cities near Decatur, GA are hiring for Contact Center Director jobs? Cities near Decatur, GA with the most Contact Center Director job openings:
Contact Center Director jobs near you
Infographic showing various Contact Center Director job openings in Decatur, GA as of July 2026, with employment types broken down into 81% Full Time, 11% Part Time, and 8% Temporary. Highlights an 92% In-person, and 8% Remote job distribution, with an average salary of $120,943 per year, or $58.1 per hour.
Contact Center Transformation - Director

Contact Center Transformation - Director

Pwc

Atlanta, GA

$155K - $410K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 20 days ago

PwC rating

8.3

Company rating: 8.3 out of 10

Based on 76 frontline employees who took The Breakroom Quiz

20th of 58 rated business consultants

Job description

Industry/Sector

Not Applicable

Specialism

Data, Analytics & AI

Management Level

Director

Job Description & Summary

The Opportunity

As a Contact Center Transformation - Director, you will lead the charge in revolutionizing user interaction engineering within our Advisory practice. Your role will involve setting strategic directions and overseeing the development of innovative software and product solutions that enhance client support experiences. As a Director, you will set the strategic direction and lead business development efforts. You make impactful decisions and oversee multiple projects, maintaining executive-level client relations. Translating the vision, you set the tone and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwC's reputation, understanding that quality, integrity, inclusion, and a commercial mindset are all foundational to our success.

In this role at PwC, you will collaborate with multidisciplinary teams to deliver cutting-edge solutions in contact center technology, leveraging data, analytics, and AI to drive service excellence. Your leadership will be pivotal in fostering an environment where people and technology thrive together, ultimately maximizing client satisfaction and scaling efficiencies across the PwC Network.

Responsibilities

- Leading strategic initiatives for contact center transformation, focusing on client support and service excellence
- Overseeing the implementation of AI-powered contact center solutions, including Amazon Connect and Genesys CloudCX
- Driving the development and customization of contact center software to enhance user interaction and client satisfaction
- Managing omnichannel contact center implementation to optimize customer experience and streamline operations
- Conducting discovery and analysis to identify opportunities for innovation and improvement in contact center architecture
- Collaborating with teams to design and develop user interfaces using AngularJS, React, and Vue.js frameworks
- Utilizing contact center analytics to inform strategic decision-making and improve workforce management systems
- Promoting digital accessibility and human-centered design principles in the development of contact center solutions
- Building relationships with stakeholders to gather customer insights and drive strategic questioning for continuous improvement
- Mentoring teams in the application of best practices for contact center consulting and transformation initiatives

What You Must Have

- At least a Bachelor's degree
- At least 9 years of experience

What Sets You Apart

- Excelling in contact center transformation and strategy
- Utilizing AI-powered contact center solutions effectively
- Implementing Amazon Connect and Genesys CloudCX
- Leading omnichannel contact center implementations
- Developing customer experience (CX) strategies
- Conducting industry trend analysis for strategic insights
- Innovating in user experience (UX) design research

Travel Requirements

Up to 80%

Job Posting End Date

The salary range for this position is: $155,000 - $410,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glanceAs PwC is anequal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.Learn more about how we work: https://pwc.to/how-we-workFor only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines

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