Call Center Director
$130,000–$170,000 year
On-site · Saint Cloud, Minnesota, United States
Job Summary
Lead and oversee daily call center operations across multiple teams; manage 30+ employees including Supervisors and agents; develop and execute operational strategies aligned with customer experience standards; drive continuous improvement in efficiency, quality, service delivery, and cost management; monitor KPIs such as cost-per opportunity, speed to lead, conversion rate, and service levels; provide leadership, coaching, and mentorship to supervisors and frontline staff; ensure training methodologies are executed; build a high-performance, inclusive culture focused on accountability and retention; utilize workforce management data and analytics to optimize staffing; prepare executive-level reports on results and strategic initiatives; manage budgets, forecasting, and resource planning; identify technology solutions and automation opportunities to improve efficiency; emphasize CRM proficiency and reporting tools.
Required Qualifications
- Bachelor’s degree in business administration, Communications, Management, or related field
- Minimum of 10 years of call center or contact center experience
- Minimum of 5 years in a leadership or management role overseeing large teams
- Proven experience managing supervisors, managers, and multi-functional customer service teams
- Proven experience implementing, optimizing, and managing call center technologies and software platforms
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.