CH Consulting Group is supporting a Midwestern-based tech BPO in their search for a full-time Technical Contact Center Director. This is a high-visibility leadership role responsible for overseeing the operations of a 150+ seat voice-based contact center.
The ideal candidate is a skilled leader with a strong background in managing large teams, improving contact center performance, and applying workforce technology and analytics to deliver customer experience excellence.
Key areas of responsibility include:
🔷 Leading supervisors and agents to meet performance and customer satisfaction goals
🔷 Managing KPIs such as CSAT, AWT, FCR, and AHT
🔷 Enhancing training programs, coaching, and employee engagement
🔷 Overseeing shift planning, scheduling, and workforce management
🔷 Leveraging AI, automation, and performance data to drive improvement
🔷 Collaborating with cross-functional teams in business, operations, and IT
🔷 Supporting continuous improvement through process and technology optimization
Compensation:
Base salary is dependent on experience and technical skill set.
Performance bonuses range from 10% to 20% of base salary, tied to achieving targets in customer satisfaction, wait times, efficiency, and cost reduction.
📍 Relocation to the Midwest is required. This is an on-site leadership position.
If you have 5+ years managing contact centers with 100+ employees and a passion for operational excellence, we want to hear from you.
📩 Submit your resume to: [email protected]
