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

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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 Aug 8, 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 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 August 2026, with employment types broken down into 77% Full Time, 18% Part Time, 1% Temporary, and 4% Contract. Highlights an 79% Physical, 2% Hybrid, and 19% Remote job distribution, with an average salary of $120,943 per year, or $58.1 per hour.

Director - Patient Connection Center

Piedmont Healthcare Inc.

Atlanta, GA • On-site

Full-time

This job post has expired today. Applications are no longer accepted.

Piedmont Healthcare rating

7.1

Company rating: 7.1 out of 10

Based on 466 frontline employees who took The Breakroom Quiz

378th of 887 rated healthcare providers

Job description

Overview
Experience the advantages of real career change!
Join Piedmont to move your career in the right direction. Stay for the diverse teams you'll love, a shared purpose, and schedule flexibility that frees you to live for what matters both in and outside of work. You'll feel valued, motivated to be your best, and recognized for your contributions to exceptional patient outcomes. Piedmont leaders are in your corner, invested in your success. Our wellness programs and comprehensive total benefits and rewards meet your needs today and help you plan for the future.
Responsibilities
The Piedmont Healthcare Patient Connection Center Director is responsible for leading and overseeing a Patient Connection Center service center team encompassing 2-7 contact center and financial clearance Managers, with ultimate accountability of 50-100+ frontline associates. Organizes, plans and monitors daily operations of inbound and outbound patient contact center, scheduling, verification and authorization teams, which support Piedmont Healthcare's physician practices and hospitals. Champions an accountable culture with a focus on delivering a next-generation, hassle-free access experience for both patients and providers. Promotes a cohesive vision aligned across the entire Patient Connection Center. Serves as Director representative to functional advisory panels, collaborates to drive efficiency and continuous improvement. Functions that report to this position include Scheduling, Preregistration, Patient Estimates, Upfront Collections, Clinic Messaging, Order Indexing, Order Validation and Medical Necessity for both hospital and physician services; plus, other tangential functions as assigned. The incumbent serves as the leader of the Patient Connection Center service center for hospitals and physician practices within the Piedmont health system to internal and external organizations, including government agencies, payer organizations, external auditors, and business partners.
What you will do
  • Oversee, measure, and report ongoing financial and operational performance of Patient Connection Center functions for all Piedmont entities, including the scheduling of physician office, inpatient and outpatient hospital visits, pre-registration of accounts when adequate information is available during the scheduling process.
  • Partners with Director of Operational Effectiveness and Operational Effectiveness team to develop, implement, and oversee efficient and effective operational policies, processes, tools, and educational materials within all functional areas that report to the Patient Connection Center.
  • Reviews and provides input on KPIs for Patient Connection Center functions; ensures the implementation of action plans where performance is not meeting expectations; review KPI expectations with corporate/local leadership annually and adjust appropriately; recognize areas of excellence as appropriate
  • Maintains understanding of Patient Connection Center workflows and functions to identify potential process improvements and supports the design and implementation changes as requested, leveraging on-site and corporate leadership where appropriate
  • Develop expertise for all applications utilized in Patient Connection Center to include all related information systems, tools, technologies, and processes; assist other employees as needed to ensure all tools are fully utilized to create an efficient and effective department
  • Ensure Patient Connection Center employees comply with established policies, processes, and quality assurance programs
  • Act as a primary liaison between Patient Connection Center for facilities and physician practices.
  • Monitor and facilitate service level agreements (SLAs) between Patient Connection Center operations and other related functions within Patient Experience, Revenue Cycle and Clinical operations
  • Work positively with physician practice and hospital leadership to ensure that needs/concerns/requests in relation to Patient Connection Center processes are being addressed proactively and in a way which does not negatively impact efficiencies or operational flows established.
  • Build strong relationships and facilitate productive communication between key Patient Experience and Revenue Cycle stakeholders, including peer leaders of Patient Experience and Revenue Cycle services and core support departments (e.g., human resources, business support services, finance)
  • Create a work environment for employees through team building, coaching, constructive feedback, work delegation, personal example and goal setting that encourages creativity, open dialogue on work issues, professional growth, and a consistent, high level of performance
  • Encourage and supports employee decision-making within their scope of responsibilities
  • Perform any special assignments as requested

Qualifications
Education
  • Bachelor's Degree from a recognized college or university Required
  • Master's degree from a recognized college or university in Management Engineering, Health Care Administration or Business Administration Preferred
Work Experience
  • 7 years Contact Center, Customer Service, Healthcare Operations, or Patient Access experience Required
  • 5 years of management experience within a progressive contact center or healthcare environment. Required
  • Call center experience requiring high volume inventory management Required
  • Physician practice or contact center operations, scheduling, patient access, consulting and/or project management experience for at least five (5) years Preferred
  • Leader or member of an operational transformation effort where key functions were reviewed for standardization and centralization Preferred
  • Leadership in a multi-hospital and employed physician environment Preferred
  • Previous experience using or implementing Epic Preferred
  • Experience leading a remote workforce Preferred

Business Unit : Company Name
Piedmont Healthcare Corporate

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