The Director, Contact Center is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call handling times, low abandonment rate, high lead rates, staffing utilization & occupancy, and schedule adherence. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Director’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance.