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Contact Center Director Jobs in Rio Rancho, NM (NOW HIRING)

Hajoca Corporation

Profit Center Manager

Albuquerque, NM · On-site

$80K - $90K/yr

You will: * Plan, direct, and lead all business operations at the Profit Center. This role is ... contact files, and to analyze performance data. * Possess a strong work ethic and a high standard ...

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Contact Center Director information

See Rio Rancho, NM salary details

$50.8K

$116.5K

$149.6K

How much do contact center director jobs pay per year?

As of Jun 1, 2026, the average yearly pay for contact center director in Rio Rancho, NM is $116,517.00, according to ZipRecruiter salary data. Most workers in this role earn between $91,700.00 and $141,100.00 per year, depending on experience, location, and employer.

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 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 popular job titles related to Contact Center Director jobs in Rio Rancho, NM? For Contact Center Director jobs in Rio Rancho, NM, the most frequently searched job titles are:
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What cities near Rio Rancho, NM are hiring for Contact Center Director jobs? Cities near Rio Rancho, NM with the most Contact Center Director job openings:
Contact Center Director jobs near you
Contact Center Manager

Contact Center Manager

Lovelace Health System

Albuquerque, NM • On-site

Full-time

Medical, PTO

Posted 15 days ago

Job description

Overview
Join our team as a Contact Center Manager in Albuquerque, Nm.
Why Join Us?
Thrive in a People-First Environment and Make Healthcare Better
  • Thrive: We empower our team with career growth opportunities, tuition assistance, and resources that support your wellness, education, and financial well-being.
  • People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for.
  • Make Healthcare Better: We use advanced technology to support our team and enhance patient care.

Get to Know Your Team:
  • Ardent Health is a leading provider of healthcare in growing mid-sized urban communities across the U.S. With a focus on people and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access. Through its subsidiaries, Ardent delivers care through a system of 30 acute care hospitals, 24,000+ team members, and more than 280 sites of care with over 1,800 affiliated providers across six states.

Responsibilities
  • The Manager of the Contact Center is responsible for the functionality, performance, and financial management of the centralized scheduling department.
  • Manages staff and ensures optimum performance and quality service is provided to achieve patient/customer satisfaction through daily operations.
  • Drives and encourages a positive and supportive work environment, resulting in improved employee retention rates.
  • Coaches and develops Supervisors and leads to ensure world-class feedback to schedulers.
  • Directs performance improvement activities for all services provided by the department and provides strategic direction on scheduling activities to support our outpatient physician offices.
  • Evaluates data and builds action plans to meet and exceed goals of Service Level, AHT, Attendance, Quality Assurance, and Attrition. Builds strong and positive relationships with department staff and clinical stakeholders. Adheres to policies, procedures, and regulations to ensure compliance and patient safety.

Qualifications
Job Requirements:
  • Bachelor's Degree in a related field
  • Additional years of experience may substitute for the required education on a year-for-year basis
  • Two (2) or more years of previous job-related experience in a healthcare environment
  • Two (2) or more years in a supervisory capacity

Preferred Job Requirements:
  • Bachelor's degree

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