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

Sangoma

Director of Marketing

Atlanta, GA · Remote

Director of Marketing - Remote US or Canada Sangoma is a global leader in business communications, delivering Unified Communications as a Service (UCaaS), Contact Center as a Service (CCaaS ...

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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.

Supervisor Patient Access Contact Centers; M-F 8-5pm, hybrid

Emory Healthcare

Atlanta, GA

$33.96 - $41.38/hr

Full-time

Re-posted 7 days ago

Emory Healthcare rating

7.7

Company rating: 7.7 out of 10

Based on 217 frontline employees who took The Breakroom Quiz

161st of 887 rated healthcare providers

Job description

Be inspired. Be valued. Belong. 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide:

  • Comprehensive health benefits that start day 1
  • Student Loan Repayment Assistance & Reimbursement Programs
  • Family-focused benefits
  • Wellness incentives
  • Ongoing mentorship, development, leadership programs...and more

Onsite for in-person meetings and retreats up to 1x per week


RESPONSIBILITIES:

  • The Supervisor of Patient Access Contact Centers is responsible for overseeing the daily activities of contact center staff to ensure efficient, high-quality service to patients and providers.
  • This role provides direct supervision, coaching, and support to frontline team members, ensuring adherence to performance standards and operational procedures.
  • The Supervisor plays a key role in maintaining a positive team environment and supporting continuous improvement initiatives.

Primary Duties and Responsibilities:

Team Supervision & Support:

  • Supervise daily activities of contact center front line staff to ensure timely and accurate patient access services;
  • Provide real-time coaching, feedback, and support to staff;
  • Monitor attendance, schedule adherence, and productivity

Performance Monitoring:

  • Track individual and team performance metrics (e.g., call handling time, resolution rate, and patient satisfaction) and identify performance gaps and implement corrective actions

Training & Development:

  • Assist with onboarding and training new staff;
  • Support ongoing education and skill development for team members;
  • Promote a culture of accountability, empathy, and service excellence

Operational Execution:

  • Ensure compliance with standardized workflows and organizational policies;
  • Escalate operational issues and patient concerns to the Manager as needed;
  • Participate in process improvement initiatives and team huddles

Communication & Collaboration:

  • Relay updates, policy changes, and performance expectations clearly and consistently;
  • Collaborate with peers and leadership to ensure smooth operations

Travel:

  • None

Work Type:

  • Hybrid employee - splits time between working remotely and working in the office.

MINIMUM QUALIFICATIONS:

  • Education - Bachelor's degree in Healthcare Administration, Business or related field, combination of education and experience may be considered in lieu of degree
  • Experience - 2+ years of relevant experience

Knowledge, Skills, and Abilities (required):

  • Strong interpersonal and communication skills
  • Ability to coach and motivate team members
  • Familiarity with contact center systems and performance metrics
  • Detail oriented with strong organizational skills
  • Commitment to patient-centered service and continuous improvement

Preferred Qualifications:

  • Education - Bachelor's degree in Healthcare Administration, Business or related field
  • Experience - 4+ years' experience with at least 1 years in a management position


PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure, Bio-hazardous waste chemicals/gases/fumes/vapors, Communicable diseases, Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.


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