Call Center Director/Executive

Rapidly growing organization seeking a dynamic and experienced Executive Call Center Leader to join their team in Baltimore. This is a unique opportunity for a strategic and innovative leader to drive the continued success of the call center operations. The ideal candidate will be responsible for overseeing all facets of the call center, including leadership development, customer experience, operational excellence, and compliance.

Key Responsibilities:

• Provide executive-level leadership to the call center team, managing senior-level managers and department heads.
• Drive a high-performance culture through clear goals, accountability, and continuous improvement.
• Develop and execute strategic initiatives to support growth and operational efficiency.
• Champion a customer-first culture across all touchpoints.
• Monitor and analyze customer satisfaction metrics and implement improvement initiatives.
• Develop, manage, and track call center budgets and financial performance.
• Optimize resource allocation and cost-effectiveness while maintaining service quality.
• Ensure adherence to industry regulations, company policies, and legal standards.
• Lead internal audits and implement corrective action plans as needed.
• Oversee the QA team to ensure standards are met or exceeded across all interactions.
• Use analytics to identify trends, training needs, and areas for operational improvement.
• Develop leadership pipeline and foster detail-oriented growth at all levels of the call center.
• Ensure onboarding and continuous training programs are effective and aligned with organizational goals.
• Lead both inbound and outbound operations with a focus on efficiency, customer engagement, and performance outcomes.
• Leverage data and technology to optimize workflows and reporting.
  

Qualifications:

• 8 years of progressive leadership experience in a call center environment, including executive-level management.
• Proven track record of driving customer satisfaction, operational performance, and team development.
• Experience with both inbound and outbound contact center operations.
• Strong financial acumen and experience managing budgets at a department or organizational level.
• Knowledge of call center technologies, workforce management, and CRM platforms.
• Excellent communication, organizational, and problem-solving skills.
• Bachelor’s degree required; MBA or similar advanced degree preferred.
  

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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