Director Outsourcing Call Center Jobs (NOW HIRING)

Drive Call Center Performance

• Own performance across assigned brands and programs, including service level, quality, conversion, occupancy, shrinkage, productivity, attrition, and other key operating metrics.
• Establish clear performance expectations and operating rhythms that create accountability for results.
• Identify performance gaps quickly and work with leaders to implement corrective actions and measurable improvement plans.
• Use data, customer feedback, and firsthand operational observation to improve performance and customer outcomes.
• Ensure consistent execution and service standards across brands while accounting for differences in business needs and customer expectations.

Lead and Develop Call Center Teams

• Lead, coach, and develop call center leaders responsible for day-to-day operations and team performance.
• Build leadership capability and succession depth across the call center organization.
• Ensure leaders consistently coach performance, manage attendance and productivity, and address employee issues promptly.
• Partner with the People Team on workforce planning, organizational structure, hiring needs, performance management, and employee relations.
• Create an operating environment that reinforces accountability, development, and strong customer service.

Improve and Optimize Operations

• Evaluate call center processes, workflows, staffing models, and operating practices to identify opportunities to improve performance, efficiency, and customer experience.
• Lead implementation of process improvements and ensure changes deliver measurable results.
• Standardize operating practices where doing so improves consistency, efficiency, or scalability across brands.
• Develop staffing and workforce plans that align labor resources with contact volume, service expectations, and business demand.
• Build operating plans and performance measures that connect call center activity to broader business outcomes.

Manage Outsourced Call Center Partners

• Oversee outsourced call center vendors and external delivery partners supporting Unleashed Brands and its brands.
• Establish and manage service levels, quality standards, performance expectations, and operating requirements for external partners.
• Hold vendors accountable for performance, staffing, service quality, and contractual commitments.
• Review vendor performance and economics and identify opportunities to improve service, efficiency, or cost.
• Lead onboarding and operational integration of new vendors or outsourced teams as business needs evolve.

Financial and Business Accountability

• Own assigned call center budgets and monitor labor, vendor, and operating costs.
• Manage cost-per-contact, labor efficiency, staffing productivity, and other financial measures.
• Develop business cases and ROI analysis for process, technology, staffing, or vendor changes.
• Connect call center performance to sales, customer experience, retention, and other brand-level business outcomes.
• Communicate performance, risks, and improvement plans clearly to senior leaders and brand stakeholders.

Technology and Continuous Improvement

• Identify opportunities to use technology, automation, AI, and analytics to improve call center performance and customer experience.
• Partner with Technology and vendor teams to implement new tools and integrate them effectively into operations.
• Ensure technology investments translate into improved productivity, quality, customer experience, or cost performance.
• Lead adoption of new tools and processes through clear implementation plans, training, communication, and performance measurement.

Brand and Stakeholder Partnership

• Build strong working relationships with brand leaders and key stakeholders supported by the call center organization.
• Understand each brand's priorities and translate them into appropriate call center operating plans and service expectations.
• Provide clear visibility into results, issues, trends, and improvement opportunities.
• Resolve escalated operational issues and ensure commitments to brands and customers are met.