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Director Of Contact Center Operations Jobs (NOW HIRING)

Independent Living Systems LLC

Contact Center Agent

Irvine, CA · On-site

$17.50 - $23.50/hr

The Contact Center Agent will contribute to the smooth operation of the contact center by maintaining accurate records and adhering to established protocols and compliance standards. The Contact ...

Independent Living Systems LLC

Contact Center Agent

Davis, CA · On-site

$17.50 - $23.75/hr

The Contact Center Agent will contribute to the smooth operation of the contact center by maintaining accurate records and adhering to established protocols and compliance standards. The Contact ...

MCI Careers

Contact Center Manager

Las Cruces, NM · On-site

... daily operations of our BPO contact center. This leadership role is responsible for ensuring ... service excellence, operational efficiency, and client satisfaction across multiple campaigns. If ...

Illinois Mutual

Contact Center Supervisor

Peoria, IL · On-site

$65K - $68K/yr

... of direct reports and ensure team members respond professionally, courteously, promptly, and accurately to customer inquiries * Resolve inquiries related to contact center operations and serve as a ...

Ivi-America

Senior Director, Contact Center Full-Time Basking Ridge, NJ, US We are changing lives every day and ... of experience in call center, customer service, or patient access operations--ideally in a multi ...

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Director Of Contact Center Operations information

See salary details

$34K

$107.7K

$179.5K

How much do director of contact center operations jobs pay per year?

As of Sep 9, 2026, the average yearly pay for director of contact center operations in the United States is $107,680.00, according to ZipRecruiter salary data. Most workers in this role earn between $75,500.00 and $135,500.00 per year, depending on experience, location, and employer.

What does a director of contact center operations do?

A Director of Contact Center Operations oversees the daily activities and strategic direction of a company's contact center or call center. Their responsibilities include managing staff, implementing procedures to improve customer service, analyzing performance metrics, and ensuring that customer interactions align with company goals. They also focus on optimizing technology, maintaining compliance with regulations, and driving operational efficiency to enhance the overall customer experience.

What are some common challenges faced by a director of contact center operations, and how can they be effectively addressed?

Directors of Contact Center Operations often face challenges such as maintaining high customer satisfaction, managing large and diverse teams, and adapting to rapidly changing technologies. Effective strategies include implementing robust training programs, utilizing real-time analytics to monitor performance, and fostering a culture of continuous improvement. Collaboration with IT, HR, and other departments is also key to ensuring smooth operations and addressing any operational bottlenecks promptly.

What are the key skills and qualifications needed to thrive as a director of contact center operations, and why are they important?

To thrive as a Director of Contact Center Operations, you need strong leadership abilities, deep knowledge of customer service management, and experience with workforce planning, typically supported by a bachelor's degree in business or a related field. Familiarity with CRM platforms, call center analytics software, and workforce management systems is essential, and certifications like COPC or Six Sigma can be beneficial. Exceptional communication, problem-solving, and change management skills help you motivate teams and drive continuous improvement. These skills and qualifications are vital for optimizing operational efficiency, enhancing customer experience, and achieving organizational goals.

What is the difference between Director Of Contact Center Operations vs Contact Center Manager?

AspectDirector Of Contact Center OperationsContact Center Manager
ResponsibilitiesOversees multiple contact centers, develops strategic goals, manages budgets, and aligns operations with company objectives.Manages daily contact center activities, supervises staff, and ensures customer service standards are met.
Required CredentialsBachelor's degree, extensive experience in contact center management, leadership skills, and often certifications like CCXP.Bachelor's degree or equivalent, experience in customer service, and team management skills.
Work EnvironmentStrategic, high-level management setting, often corporate offices.Operational environment, direct interaction with staff and customers.

The main difference is that the Director Of Contact Center Operations focuses on strategic oversight and long-term planning across multiple centers, while the Contact Center Manager handles day-to-day operations and staff management within a single center.

Is a director of contact center operations a high position?

A director of contact center operations is a senior management role responsible for overseeing the daily functions, strategy, and performance of a contact center. It is considered a high-level position that typically requires extensive experience, leadership skills, and knowledge of customer service and operational metrics.

What cities are hiring for Director Of Contact Center Operations jobs?

Cities with the most Director Of Contact Center Operations job openings:

What states have the most Director Of Contact Center Operations jobs?

States with the most job openings for Director Of Contact Center Operations jobs include:

What are popular job titles related to Director Of Contact Center Operations jobs?

For Director Of Contact Center Operations jobs, the most frequently searched job titles are:

Infographic showing various Director Of Contact Center Operations job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 84% Full Time, 11% Part Time, 1% Temporary, 2% Contract, and 1% Nights. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $107,680 per year, or $51.8 per hour.

Contact Center Agent

Riverside, CA • On-site

Independent Living Systems LLC
Health Care and Social Assistance • 501 - 1,000 employees
Learn more about Independent Living Systems LLCexternal

$17 - $23/hr

Other

Posted 27 days ago

Independent Living Systems rating

6.5

Company rating: 6.5 out of 10

Based on 9 frontline employees who took The Breakroom Quiz

Job description

Contact Center Agent

We are seeking a Contact Center Agent to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.

About the Role:

The Contact Center Agent will serve as an essential point of contact between members, healthcare providers, and administrative teams. The Contact Center Agent's primary objective is to deliver exceptional customer service by efficiently managing both inbound and outbound calls, addressing inquiries, scheduling appointments, and resolving concerns with professionalism and empathy. The Contact Center Agent will contribute to the smooth operation of the contact center by maintaining accurate records and adhering to established protocols and compliance standards. The Contact Center Agent must handle a high volume of calls while maintaining a calm and courteous demeanor, ensuring that each interaction supports positive member experiences and organizational goals. Ultimately, the Contact Center Agent's efforts will help facilitate effective communication and support the delivery of quality health and social care to vulnerable populations.

Minimum Qualifications:

  • High School Diploma or GED.
  • Proven experience working in a contact center environment, preferably within healthcare or a related field.
  • Ability to manage high volume contact center demands.
  • Familiarity with inbound and outbound customer service processes and phone systems.
  • Basic clerical experience and technical knowledge including accurate data entry and record keeping.
  • Ability to work flexible hours to accommodate contact center shifts.
  • Strong interpersonal and communication skills with the ability to engage with diverse populations.

Preferred Qualifications:

  • Associate's degree
  • Experience specifically in healthcare services or medical contact centers.
  • Experience with Microsoft Office Suite
  • Knowledge of healthcare terminology and member privacy regulations such as HIPAA.
  • Certification in customer service or contact center operations.

Responsibilities:

  • Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.
  • Handle a high-volume of inbound and/or outbound calls, providing accurate information on healthcare services, scheduling, and member and provider inquiries in a professional, courteous, compassionate and empathetic manner.
  • Provide accurate, timely, and high-quality support through active listening, identifying needs, resolving concerns, and education on available programs, benefits and services, and processes.
  • Document call details, update member records, and utilize contact center systems and clerical tools accurately and strive for first call resolution in all interactions.
  • Collaborate with internal and external stakeholders to resolve issues and escalate concerns when needed.
  • Ensure compliance with healthcare regulations, service level agreements, organizational policies, and confidentiality standards in all communications.
  • Maintain established standards for schedule adherence, attendance, quality, member and provider satisfaction, and performance (including average handle time, after call work time, and outreach targets).
  • Demonstrate professionalism through reliability, teamwork, strong work ethic, initiative, organization, and ongoing participation in training and professional development.
  • Perform other duties as assigned.

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