Director, Contact Center

Director, Contact Center

We're looking for an experienced, data-driven leader to design and advance our enterprise call center strategy. Our call center platform currently supports multiple care teams operating with distinct workflows and needs. This role will bring the alignment, structure, and expertise required to unify and elevate those operations. This Director will own the integrity, reliability, and continuous improvement of our voice + digital contact channels. Reporting to the Sr. Director of Central Operations, this hands-on leader will diagnose and resolve agent availability and handoff gaps, simplify omnichannel routing and queue logic, define the operational metrics that matter, and create outage / incident procedures - all while partnering closely with Product / Engineering and front-line managers.

Core Responsibilities

• Own the end-to-end design, validation, and continuous improvement of call and omnichannel routing (voice, chat, SMS, email) and queue architecture in a Salesforce + Amazon Connect environment and legacy platforms (e.g., CometChat, RingCentral), with a focus on long-term integration and platform unification.
• Diagnose and remediate agent availability and handoff problems (role boundaries, transfer logic, wrap-up states, overflow behavior) to reduce unnecessary transfers and improve first contact resolution.
• Design and implement skill- / language-based routing and load-balancing strategies to ensure equitable distribution of work across teams and bilingual agents; build sensible fallbacks for non-bilingual scenarios (interpreter / Language Line or escalation flows).
• Simplify and standardize IVR / IVR-like flows, queue definitions, and business rules to reduce complexity and operational debt while preserving necessary segmentation by program / market.
• Partner tightly with Product / Engineering, IT, and the Salesforce / Amazon Connect owners to scope, prioritize, test, and roll out routing / tool changes; translate operational requirements into engineering tickets and acceptance criteria.
• Lead and support the evaluation, implementation, and utilization of AI-driven tools to enhance agent efficiency, improve customer experience, and optimize call center performance.
• Partner with Data & Analytics to define, build, and own near-real-time and historical dashboards and reports (service level, ASA, abandonment, transfer rates, occupancy, FCR, channel deflection, interpreter usage, platform uptime / MTTR) and distribute insights to operational leaders.
• Create and maintain incident / runbook playbooks for partial / full telephony or platform outages (fallback routing, manual queueing, communications templates, stakeholder escalation matrix). Lead incident coordination during outages and run RCAs afterward.
• Establish operational thresholds and escalation triggers (e.g., service level, ASA, queue depth, interpreter wait times) and codify the actions managers should take when thresholds are breached.
• Provide staffing and forecasting inputs to Workforce Management (forecast assumptions, shrinkage, required bilingual coverage, recommended overflow pools) and ensure WFM rules align with routing logic.
• Coach and enable front-line managers : how to interpret routing / queue dashboards, enforce schedule adherence, manage handoffs, and prioritize queue clean-up or queue-specific playbooks.
• Ensure all contact center design and incident responses comply with HIPAA and any relevant security / privacy policies; partner with Compliance / Security for regular reviews.
• Drive process improvement initiatives (root cause elimination for chronic queue issues, transfer reduction, IVR deflection, automation opportunities) and lead cross-functional projects to deliver them.
• Maintain thorough documentation : routing maps, queue definitions, role handoff guides, test plans, and release notes for any configuration changes.
• Act as the operational escalation point for complex or recurring call center issues and recommend technology, process or people needs to the Sr. Director as the program scales.

Qualifications

Required :

Preferred :

What's In It For You

TailorCare seeks to recruit and retain staff from diverse backgrounds and encourages qualified candidates to apply. TailorCare is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity / expression, sexual orientation, color, race, creed, national origin, ancestry, religion, marital status, political belief, physical or mental disability, pregnancy, military, or veteran status.