Director of Contact Center Operations

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

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