Director - Global Contact Center Delivery & Excellence

The Gig:

Reporting to the Chief Operating Officer, the Director, Global Contact Center defines the global contact center strategy and leads day-to-day operations across customer care, partner support, and back-office functions.

You are accountable for service delivery performance, customer experience, workforce optimization, and cost management across all channels.

This role drives operational discipline through KPIs, SLAs, and quality standards, while building a high-performing culture focused on customer satisfaction, efficiency, and continuous improvement.

This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL where we follow a hybrid work environment. We can't wait to 'sea' you in person during our Collaboration Days, Tuesdays, Wednesdays, and Thursdays, while you enjoy Mondays and Fridays' as remote days.

What You'll Be Up To:

 Strategic Leadership 

● Define and execute the global contact center strategy aligned to company goals 

● Partner with executive leadership to align customer operations with commercial, digital, and brand priorities 

● Translate business objectives into measurable contact center performance targets 

Contact Center Operations 

● Lead multi-site, multi-channel contact center operations (voice, chat, email, social) 

● Own service levels, response times, and customer experience outcomes 

● Drive consistency in service delivery across regions and partners 

Workforce Management & Performance 

● Oversee workforce planning, forecasting, and scheduling to meet demand and service targets 

● Monitor real-time performance and adjust staffing to maintain SLAs 

JOB DESCRIPTION 

● Establish and manage KPIs including service level, AHT, occupancy, shrinkage, and adherence 

Customer Experience & Quality Assurance 

● Own end-to-end customer experience across all contact center touchpoints 

● Lead quality assurance programs, calibration sessions, and performance coaching 

● Drive improvements in CSAT, NPS, and first contact resolution 

Continuous Improvement & Process Optimization 

● Identify performance gaps using data and root cause analysis 

● Implement process improvements to reduce handle time, repeat contacts, and operational waste 

● Apply Lean, Six Sigma, or similar methodologies to improve efficiency and consistency 

Cross-Functional Collaboration 

● Partner with Digital, Commercial, Revenue, and IT teams to improve the customer journey 

● Act as escalation point for complex service issues and major incidents 

● Align contact center priorities with broader business initiatives 

Technology & Contact Center Tools 

● Oversee contact center platforms including ACD, IVR, CRM, WFM, and QA tools 

● Evaluate and implement automation, self-service, and AI solutions 

● Drive adoption of technology to improve efficiency and customer experience 

Financial & Vendor Management 

● Own contact center budget, including labor, technology, and vendor costs 

● Manage BPO/vendor relationships and performance against contractual SLAs 

● Identify cost optimization opportunities while maintaining service quality 

Superpowers Required: 

● 7–10+ years of leadership experience in contact center operations or customer service environments 

● Proven track record managing large-scale, multi-channel contact centers 

● Strong knowledge of workforce management, service level frameworks, and operational KPIs 

● Experience leading quality assurance and customer experience programs 

● Demonstrated ability to drive performance through data, reporting, and analytics 

● Experience managing BPO/vendor partnerships 

● Strong financial acumen with budget ownership experience 

● Excellent stakeholder management and communication skills 

● Ability to lead change, scale operations, and build high-performing teams 

● Willingness to travel as needed 

What Matters to Us:

At Virgin, your