POSITION SUMMARY

The Director of Contact Center Operations & Client Success reports to the Vice President of Contact Center Operations and plays a key role in supporting both the strategic and operational success of the call center. While the primary focus of this role is on daily account management for select clients, the Director will also provide operational support to the Vice President as needed. This position is responsible for ensuring high-quality service delivery, fostering client relationships, and driving performance across accounts, while also contributing to overall call center efficiency, productivity, and continuous improvement initiatives.

POSITION QUALIFICATIONS

• Bachelor’s degree in Business Administration, Management, or a related field preferred;
• Proven experience (minimum of 5 years) in call center management and or customer service.
• Strong leadership and team management skills with a track record of developing high-performing teams.
• Excellent analytical and problem-solving abilities.
• Proven ability to manage competing client priorities and navigate complex requests while maintaining service quality and satisfaction.
• Proficiency in call center technology, CRM systems, and data analysis tools.
• Ability to serve as a strategic advisor to clients, aligning solutions with their goals and ensuring consistent delivery of value.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.
• Demonstrated experience managing key client accounts, with a proven ability to build and maintain strong, trust-based relationships.

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

The primary role of the Director is to be the representative for select client accounts, ensuring customer satisfaction and alignment between client goals and service delivery. The Director will oversee all aspects of account management from onboarding and performance reporting to ongoing communication and quality assurance. This function requires close collaboration with internal teams and clients to ensure a seamless, responsive, and high-quality partnership experience. These responsibilities include:

• Facilitate new client on-boarding with client and associated departments including Executive team, Contact Center VP, IT and Accounting.
• Analyze client statistics and provide clients with reports as required.
• Identify new business opportunities
• Work with clients to identify their objectives and goals
• Collaborate with clients to ensure work product meets acceptable standards and align with client objectives and goals
• Develop additional service assessments as needed
• Provide Agents with weekly updates from clients regarding product information, pricing, updates, and availability
• Respond to client requests and demands within a reasonable timeframe
• Actively work within client systems to understand needs as they arise
• Actively QA information (calls, material, data, etc.) in question to deliver responses needed by clients
• Correlate training material with clients to execute effective outlines so that operations have the tools needed to be successful
• Correlate escalated caller concerns to client
• Participate in other varied projects and events to continue to improve the efficiency of client/donor engagement
• Maintain a working knowledge of all processes and systems to effectively communicate to new and existing client