Colony Brands, Inc.
Director of Contact Center Operations
Colony Brands, Inc., Monroe, Wisconsin, United States, 53566
Overview
SC Data Center, Inc., an affiliate of Colony Brands, Inc. - one of the world's largest direct marketing catalogs and e-Commerce companies - seeks a
Director of Contact Center Operations
to lead our customer experience strategy and operations. This fully remote leadership role oversees a distributed contact center workforce across inbound, outbound, and digital channels. The Director will drive performance, engage employees, and maintain a strong culture of service in a virtual environment as part of a leadership transition within our senior team.
What You'll Do
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
What It Takes We are seeking a visionary contact center leader with proven experience leading remote workforce operations at scale. The ideal candidate is a strategic thinker and dynamic communicator who thrives in collaborative environments and inspires high performance across teams. This individual will bring deep expertise in customer experience strategy and contact center innovation—someone who not only understands modern service delivery models but can translate that knowledge into actionable plans, drive execution, and adapt with agility as business needs evolve. A successful candidate will demonstrate a strong ability to lead through change, foster engagement, and deliver measurable results aligned with organizational goals.
A bachelor's degree in business administration or communications or related field
5+ years of contact center leadership experience
Experience leading a large temporary or part-time workforce
Experience leading enterprise-wide technology initiatives; including driving selection and rollout of large-scale contact center systems
Preferred experience with off-shore vendor negotiations/oversight
Preferred budgeting experience
Possesses a working knowledge of Word, Excel, and forecasting/WFM programs
Understanding the importance of confidentiality regarding employee and customer information
Job Details
Seniority level: Director
Employment type: Full-time
Job function: Quality Assurance, Sales, and Management
Industries: Consumer Services and Telephone Call Centers
#J-18808-Ljbffr
Director of Contact Center Operations
to lead our customer experience strategy and operations. This fully remote leadership role oversees a distributed contact center workforce across inbound, outbound, and digital channels. The Director will drive performance, engage employees, and maintain a strong culture of service in a virtual environment as part of a leadership transition within our senior team.
What You'll Do
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
What It Takes We are seeking a visionary contact center leader with proven experience leading remote workforce operations at scale. The ideal candidate is a strategic thinker and dynamic communicator who thrives in collaborative environments and inspires high performance across teams. This individual will bring deep expertise in customer experience strategy and contact center innovation—someone who not only understands modern service delivery models but can translate that knowledge into actionable plans, drive execution, and adapt with agility as business needs evolve. A successful candidate will demonstrate a strong ability to lead through change, foster engagement, and deliver measurable results aligned with organizational goals.
A bachelor's degree in business administration or communications or related field
5+ years of contact center leadership experience
Experience leading a large temporary or part-time workforce
Experience leading enterprise-wide technology initiatives; including driving selection and rollout of large-scale contact center systems
Preferred experience with off-shore vendor negotiations/oversight
Preferred budgeting experience
Possesses a working knowledge of Word, Excel, and forecasting/WFM programs
Understanding the importance of confidentiality regarding employee and customer information
Job Details
Seniority level: Director
Employment type: Full-time
Job function: Quality Assurance, Sales, and Management
Industries: Consumer Services and Telephone Call Centers
#J-18808-Ljbffr