DIRECTOR OF CONTACT CENTER OPERATIONS (ONSITE)

Monroe

Wisconsin

Job Description

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

Qualifications

What It Takes
We are seeking a visionary contact center leader with proven experience leading remote workforce operations at scale. The ideal candidate is a strategic thinker and dynamic communicator who thrives in collaborative environments and inspires high performance across teams. This individual will bring deep expertise in customer experience strategy and contact center innovation-someone who not only understands modern service delivery models but can translate that knowledge into actionable plans, drive execution, and adapt with agility as business needs evolve. A successful candidate will demonstrate a strong ability to lead through change, foster engagement, and deliver measurable results aligned with organizational goals.

In addition, we are looking for:
* A bachelor's degree in business administration or communications or related field
* 5+ years of contact center leadership experience
* Experience leading a large temporary or part-time workforce
* Experience leading enterprise-wide technology initiatives; including driving selection and rollout of large-scale contact center systems
* Preferred experience with off-shore vendor negotiations/oversight
* Preferred budgeting experience
* Possesses a working knowledge of Word, Excel, and forecasting/WFM programs.
* Understanding the importance of confidentiality regarding employee and customer information

About Us

At SC Data Center we pride ourselves on being a customer-focused organization dedicated to excellence in information technology, and contact center services. As a proud affiliate of Colony Brands, one of North America's leading multi-channel, direct-marketing companies, we leverage our extensive experience to deliver top-notch service and solutions.

Benefits Details

SC Data Center is not just about growing our profits - We are about giving our employees the opportunity for growth and providing a better place to live and work. We also offer our employees many great rewards in addition to monetary compensation:

Job Category

Customer Service

Employment Type

Regular/Full-Time