Customer Service Center Director

Description

Jenny Bour with Robert Half is working with a growing organization that is looking for an accomplished Customer Service Center Director to lead a large, multi-level team in Orchard Park, New York. This Customer Service Center Director role is responsible for shaping a high-performing customer service center that delivers strong business results while fostering an engaged and accountable workplace. The ideal Customer Service Center Director candidate brings a background in metric-driven operations, people leadership, sales funnel fluency, and process improvement, with the ability to turn data into practical strategies that elevate performance and customer outcomes.

Responsibilities:

• Lead a customer service/sales center through a team of managers, providing direction, coaching, and support across a workforce of approximately 70 employees.

• Set clear performance expectations and use measurable goals to strengthen conversion, productivity, service quality, and overall operational results.

• Build leadership capability by mentoring managers, preparing future leaders, and supporting long-term succession planning.

• Oversee staffing strategies, scheduling practices, and capacity planning to ensure resources align with business demand and service objectives.

• Analyze operational data, performance trends, and key indicators to identify improvement opportunities and implement effective solutions.

• Establish and reinforce structured coaching, quality monitoring, and accountability practices that improve employee performance while supporting retention.

• Partner across departments and with senior leadership to align contact center initiatives with broader organizational priorities and revenue goals.

• Drive operational and technology-focused projects from planning through execution, ensuring solutions improve efficiency and strengthen customer engagement.

• Lead continuous improvement efforts by redesigning workflows, refining processes, and promoting a culture focused on sustainable results.

Requirements

• Demonstrated success leading multiple levels of leadership within a contact center or comparable high-volume service and sales environment.

• Experience managing organizations of 50 or more employees with responsibility for performance, engagement, and retention.

• Strong knowledge of contact center metrics, including conversion performance, productivity measures, workforce planning, and operational KPIs.

• Proven ability to use analytics and forecasting to make informed decisions and improve business outcomes.

• Background implementing coaching programs, quality assurance standards, and performance management frameworks.

• Experience guiding cross-functional operational or technology initiatives and collaborating effectively with both business and technical teams.

***For immediate and confidential consideration, please apply directly or send your resume to Jenny Bour via LinkedIn.

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

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.

© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) .