Keystone Advisors

Senior Director of Contact Center

Keystone Advisors

full-time

Posted on:

Location Type: Office

Location: Houston • Texas • United States

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Salary

💰 $150,000 per year

Job Level

Senior

About the role

  • Provide strategic and operational leadership for the Customer Service, Telesales, Sales, and Retention departments within the company.
  • Oversee day-to-day contact center performance, ensuring alignment with company goals, client expectations, and service standards.
  • Drive a culture of accountability, professionalism, and customer-first service across all teams.
  • Ensure high-quality customer interactions that reflect company values and compliance requirements.
  • Monitor service metrics including first-call resolution, average handling time, customer satisfaction scores, and service level adherence.
  • Develop programs that improve customer experience, engagement, and issue resolution efficiency.
  • Implement quality assurance standards and coaching frameworks.
  • Lead Telesales operations focused on achieving revenue targets and conversion goals.
  • Support scripting optimization, objection handling strategies, and sales process standardization.
  • Track sales funnel performance, call-to-sale ratios, and productivity metrics.
  • Collaborate with training teams to improve sales effectiveness and agent confidence.
  • Develop retention strategies to reduce customer churn and improve lifetime value.
  • Analyze customer behavior, cancellation trends, and service feedback to identify retention opportunities.
  • Implement proactive outreach and win-back programs where applicable.
  • Supervise department managers, supervisors, and operational staff.
  • Set performance expectations and conduct regular performance reviews.
  • Promote employee engagement, professional development, and succession planning.
  • Coach leadership staff to improve operational execution.
  • Oversee workforce planning to ensure appropriate staffing levels across service, sales, and retention functions.
  • Monitor utilization, productivity, and operational efficiency.
  • Support recruitment, onboarding, and training initiatives.
  • Design, document, and improve contact center workflows.
  • Ensure projects are delivered on time, within specification, and under budget.
  • Identify automation, system integration, and operational improvement opportunities.
  • Maintain strong relationships with internal and external stakeholders.
  • Support service-level agreements (SLAs) and contractual performance commitments.
  • Participate in client meetings, reporting reviews, and operational governance discussions.
  • Ensure adherence to healthcare, privacy, and regulatory requirements relevant to operations.
  • Support audit readiness and documentation standards.
  • Promote ethical sales and customer service practices.
  • Review operational dashboards and business intelligence reports.
  • Use data-driven insights to guide strategic and tactical decisions.
  • Present performance updates to executive leadership.

Requirements

  • Bachelor’s degree in business administration, Operations Management, or related field (Master’s preferred)
  • 7+ years of contact center or operations leadership experience
  • Strong background in workflow optimization and project management
  • Proven ability to lead teams and drive client-focused outcomes
  • Extensive experience in contact center, customer experience, telesales, or retention operations leadership
  • Strong understanding of multi-channel customer service and sales engagement strategies
  • Proven ability to manage and improve performance across service, sales, and retention functions
  • Knowledge of call center technology platforms, workforce management tools, and performance analytics systems
  • Ability to drive operational efficiency, workflow optimization, and continuous process improvement
  • Demonstrated experience developing and executing strategic operational plans
  • Strong business acumen with ability to balance customer satisfaction, employee performance, and cost management
  • Advanced problem-solving, critical thinking, and decision-making skills
  • Excellent leadership, coaching, and organizational development capabilities
  • Exceptional communication, presentation, and stakeholder management skills
  • Ability to manage budgets, operational metrics, and service level agreements.
Benefits
  • Medical, Dental, and Vision Insurance
  • Short-Term and Long-Term Disability (STD/LTD)
  • Life Insurance and AD&D Coverage
  • Paid Holidays and Paid Time Off (PTO)
  • Employee Assistance Program (EAP)
  • Wellness Programs, including mental health support
  • Gym Membership
  • Quarterly Employee Appreciation Activities
  • Professional Development Opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workflow optimizationproject managementperformance analyticscustomer experiencetelesales operationsretention strategiesservice metricsdata-driven insightsbudget managementcontinuous process improvement
Soft Skills
leadershipcoachingorganizational developmentcommunicationpresentationstakeholder managementproblem-solvingcritical thinkingdecision-makingemployee engagement
Certifications
Bachelor’s degree in business administrationBachelor’s degree in Operations ManagementMaster’s degree (preferred)