Digital Risk · 19 hours ago
Call Center Director
Dallas, TX
Full-time
Onsite
Director/Executive
15+ years expMphasis is a company that applies next-generation technology to help enterprises transform businesses globally. They are seeking a Call Center Director who will be responsible for overseeing operational performance across large-scale contact center and fulfillment teams, ensuring high-quality customer support and compliance with objectives.
Financial ServicesRisk ManagementSoftware
Responsibilities
Lead and manage a large multi-site, multi-disciplinary organization (500+ associates across call center, and customer support)
Build a high-performance culture through recognition, coaching, talent development, and team-engagement strategies
Facilitate daily/weekly huddles with Team Managers, Pipeline Managers, Quality Leaders, and Performance Coaches to align on trends, performance gaps, process changes, and improvement strategies
Conduct monthly performance reviews with Team Managers and ensure corrective action plans are created and executed when needed
Partner with Site Leadership and Human Excellence (HR) on personnel matters, workforce planning, and employee relations
Ensure no Personal and/or Proprietary Information (PPI) is present in team area
Oversee all production, service quality, and customer experience objectives to meet monthly business goals and SLAs
Conduct deep-dive analysis of pipeline movement, aging, productivity, and quality metrics; collaborate with leaders to implement operational improvements
Review internal/external audit findings, call monitoring, and compliance results; ensure corrective action, coaching, and training are executed effectively
Ensure labor utilization is optimized, including overtime monitoring and adherence to monthly labor margin targets
Oversee timecard approvals, workforce adherence, and schedule compliance
Serve as an escalation point for client concerns, operational challenges, and process clarifications
Prepare for, participate in, and document client meetings, ensuring alignment on goals, SLAs, quality, and performance expectations
Partner with peer Operations Leaders to drive consistent culture, process alignment, and standardized best practices across all teams
Deliver best‑in‑class customer experiences through strong call quality, customer satisfaction scores, SLA adherence, and high-touch service standards
Achieve financial and productivity targets, including Average Call Handling and other Contact Center KPIs per FTE
Ensure all audit, compliance, and risk metrics remain within established thresholds
Maintain pipeline health through aging management, turn-time adherence, and closing-on-request-date performance
Document monthly coaching touchpoints, team communications, and development conversations
Champion diversity, equity, and inclusion by modeling behaviors that value individual contributions and foster an inclusive work environment
Qualification
Required
15+ years of fulfillment leadership, including recent end-to-end customer experience within the past 3 years
Experience in banking and financial services industry
Demonstrated ability to lead large-scale, multi-functional teams in a high-volume, regulatory-driven environment
Strong analytical capability with proven experience driving performance, productivity, and operational transformation
Exceptional communication, interpersonal, organizational, and leadership skills
Demonstrated ability to manage risk, maintain compliance, and drive sustainable outcomes
Ability to thrive in a fast-paced, high-pressure, production-oriented environment
Strong PC skills and comfort in a paperless, digital workflow environment
Willingness to work extended or non-standard hours as business needs require
Company
Digital Risk
Digital Risk is a provider of risk, compliance, and transaction management solutions.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2009-01-01Private Equity
Leadership Team
Jeffrey C. Taylor
Founder & Managing Director
Laura Baro
Senior Human Resources Business Partner
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