Colony Brands, Inc.
DIRECTOR OF CONTACT CENTER OPERATIONS (ONSITE)
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 catalog and e-commerce companies—seeks a
Director of Contact Centers
to lead our customer experience strategy and operations. This pivotal leadership role oversees a fully remote contact center workforce, managing geographically dispersed agents across inbound, outbound, and digital channels, with a focus on performance, engagement, and a strong service culture in a virtual environment. What You’ll Do
The
Director of Contact Centers
will lead the strategic and day-to-day operations of the
fully remote Home Agent Department , overseeing a distributed team of customer service professionals across inbound, outbound, and digital channels. This role shapes a seamless, high-quality customer experience while driving operational excellence in a digital-first landscape. 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 Qualifications
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 can translate 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. In Addition, We Are Looking For
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 offshore vendor negotiations/oversight Preferred budgeting experience Working knowledge of Word, Excel, and forecasting/WFM programs Understanding the importance of confidentiality regarding employee and customer information Details
Seniority level: Director Employment type: Temporary Job function: Management and Manufacturing Industries: Consumer Goods Referrals increase your chances of interviewing at Colony Brands, Inc. by 2x. Get notified about new Director of Operations jobs in Monroe, WI.
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SC Data Center, Inc., an affiliate of Colony Brands, Inc.—one of the world’s largest direct marketing catalog and e-commerce companies—seeks a
Director of Contact Centers
to lead our customer experience strategy and operations. This pivotal leadership role oversees a fully remote contact center workforce, managing geographically dispersed agents across inbound, outbound, and digital channels, with a focus on performance, engagement, and a strong service culture in a virtual environment. What You’ll Do
The
Director of Contact Centers
will lead the strategic and day-to-day operations of the
fully remote Home Agent Department , overseeing a distributed team of customer service professionals across inbound, outbound, and digital channels. This role shapes a seamless, high-quality customer experience while driving operational excellence in a digital-first landscape. 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 Qualifications
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 can translate 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. In Addition, We Are Looking For
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 offshore vendor negotiations/oversight Preferred budgeting experience Working knowledge of Word, Excel, and forecasting/WFM programs Understanding the importance of confidentiality regarding employee and customer information Details
Seniority level: Director Employment type: Temporary Job function: Management and Manufacturing Industries: Consumer Goods Referrals increase your chances of interviewing at Colony Brands, Inc. by 2x. Get notified about new Director of Operations jobs in Monroe, WI.
#J-18808-Ljbffr