DIRECTOR OF CONTACT CENTER OPERATIONS (ONSITE)

SC Data Center, Inc., an affiliate of Colony Brands, Inc.—one of the world’s largest and most successful direct marketing catalog and e-Commerce companies—is seeking a

Director of Contact Centers

to lead our customer experience strategy and operations.

This pivotal leadership role comes at a time of continued growth and transition, as we prepare for an upcoming retirement within our senior leadership team. The Director will oversee a fully remote contact center workforce, managing geographically dispersed agents across inbound, outbound, and digital channels. This role requires a visionary leader who can drive performance, foster engagement, and maintain a strong culture of service in a virtual environment.

What You’ll Do

The

Director of Contact Centers

will lead the strategic and day-to-day operations of our

fully remote Home Agent Department , overseeing a distributed team of customer service professionals across inbound, outbound, and digital channels. This role is pivotal in shaping a seamless, high-quality customer experience while driving operational excellence in a virtual environment. We're seeking a results-oriented leader who thrives in a digital-first landscape and is passionate about building empowered, high-performing teams. 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