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 Rudy.Folk@colonybrands.com 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 Featured Job 0 TH Ad 0 TH Comments **Similar Jobs** Operations Manager | Full-Time | Five Flags Center Grand River Center Finance Operations Manager Sedona Staffing Services Operations Manager | Full-Time | Five Flags Center Grand River Center Server | Part-Time | Grand River Conference Center Grand River Center Server | Part-Time | Grand River Conference Center Grand River Center Operations Manager | Full-Time | Five Flags Center Grand River Center SALES SUPPORT PROFESSIONAL Sedona Staffing Services Sales Support and Operations Specialist Sedona Staffing Services Dean’s Office Assistant University of Wisconsin-Platteville Director of Pharmacy Crescent Community Health Center **Share this Job** 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/