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Director of Contact Center Operations
- Access Dubuque (Dubuque, IA)
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Director of Contact Center Operations
Colony Brands, Inc.
1 Positions
ID: 78849
Posted On 08/20/2025
Job Overview
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
Primary Contact
214918
Rudy Folk
Sr. Talent Acquisition Specialist,
608-324-8818
Phone
Phone
Phone
Fax
Email
True
False
True
Job Details
Categories
Customer Service
Management/Executive
Location
Monroe, WI
Job Type
Employee
Full/Part
Full Time
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Retirement Plan
PTO (Paid Time Off)
Paid Holidays
Qualifications
Education
Bachelors
Experience
5-10 Years
Company ID
937
Job REQ #
\# Positions
1
Start Date
20250820
End Date
20250920
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Colony Brands, Inc.
About the Company
As one of North America’s largest multi-channel, direct-marketing companies, we take pride in our diverse portfolio of affiliates, brands, and products. Despite our growth over the last century, we remain true to our roots as a private, customer-focused business based in Monroe, WI.
Stability is just one aspect of our culture. What truly defines us is our commitment to our Core Values, fostering employee growth, and creating a better place to live and work. We are dedicated to supporting the communities we serve and offer a wide range of benefits and programs to enhance the well-being of our employees.
Learn more here: https://www.colonybrands.com/
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