director of contact center operations - Monroe - Colony Brands, Inc.

    Colony Brands, Inc.
    Colony Brands, Inc. Monroe

    1 week ago

    Description

    SC Data Center, Inc., an affiliate of Colony Brands, Inc.—one of the world's largest and most successful direct marketing catalog and e-Commerce companies—is seeking a Director of Contact Centers to lead our customer experience strategy and operations.

    Applying for this role is straight forward Scroll down and click on Apply to be considered for this position.

    This pivotal leadership role comes at a time of continued growth and transition, as we prepare for an upcoming retirement within our senior leadership team.

    The Director will oversee a fully remote contact center workforce, managing geographically dispersed agents across inbound, outbound, and digital channels.

    This role requires a visionary leader who can drive performance, foster engagement, and maintain a strong culture of service in a virtual environment.

    What You'll Do

    The Director of Contact Centers will lead the strategic and day-to-day operations of our fully remote Home Agent Department, overseeing a distributed team of customer service professionals across inbound, outbound, and digital channels.

    This role is pivotal in shaping a seamless, high-quality customer experience while driving operational excellence in a virtual environment.

    xhuatnn We're seeking a results-oriented leader who thrives in a digital-first landscape and is passionate about building empowered, high-performing teams.


    The Director will be responsible for:

    • Managing and optimizing remote contact center operations to meet and exceed performance targets
    • Coaching and developing team leaders and agents through data-driven feedback and continuous learning initiatives
    • Overseeing outsourced offshore agent partnerships, ensuring alignment with performance standards, brand values, and customer experience expectations
    • Championing employee engagement, morale, and retention through innovative virtual development programs
    • Leveraging technology and analytics to enhance service delivery, efficiency, and customer satisfaction
    • Fostering a culture of accountability, collaboration, and excellence across a geographically dispersed workforce

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