Contact Center Operations Director (Full-Time)

Description

Join Gryphon Place and become part of a collaborative, compassionate team where your work makes a meaningful difference in the community every day. We’re committed to supporting the people who support others, with flexible scheduling, a strong focus on work-life balance, free medical benefits for you, additional healthcare options, employer contributions to your retirement plan, paid holidays, and generous paid time off. If you’re looking for a mission-driven career where you can grow professionally while still making space for your personal life, Gryphon Place is a place to thrive.

STATEMENT OF THE JOB

• The Contact Center Operations Director is responsible for overseeing the operations of the Contact Center, which provides 211 information and referral services, 988 suicide and crisis intervention, and after-hours support for community mental health organizations. This role ensures systems, processes, and operations are effective, efficient, and aligned with organizational and contractual expectations. It serves as a strategic partner and collaborator with the Directors of 2-1-1 and Crisis Services to support staff readiness and engagement through thoughtful systems and equitable operational practices. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Operational Systems & Quality

• Lead the development and implementation of standardized policies, protocols, and training frameworks across the 2-1-1 and Crisis teams. 
• Ensure all operational procedures are consistent, efficient, and reflective of best practices in crisis and information services. 
• Collaborate with leadership to develop and maintain systems that track quality, performance, and compliance, and implement corrective actions as needed.  
• Support accreditation and certification processes (Inform USA, AAS, COA, etc.) by ensuring documentation and practices meet standards. 
• Forecast staffing needs, ensuring cost-effectiveness and adequate coverage.  
• Create workflows and systems that improve efficiency, productivity, and service quality.  
• Develop productivity expectations based on call type, line, and service demands. 

Equity & Wellbeing

• Embed diversity, equity, inclusion, and belonging (DEIB) principles into all operational and training systems. 
•  Assess and improve internal processes through an equity and wellbeing lens, ensuring they foster fairness, accessibility, and respect. 
• Collaborate with team leaders to identify and address systemic barriers to staff success and satisfaction. 

Training & Development

• Develop and coordinate comprehensive training plans for both 2-1-1 and Crisis Services staff to ensure consistent skill-building and knowledge retention. 
• Curate and deliver training content that reflects trauma-informed, person-centered, and culturally responsive practices. 
• Partner with department directors to create feedback loops that measure training effectiveness and identify continuous improvement opportunities. 

Collaboration & Leadership

• Serve as a connector and facilitator between operations, HR, and program leadership to align processes with organizational goals. 
• Promote a workplace culture that values collaboration, transparency, and shared accountability. 
• Support cross-departmental initiatives that strengthen Gryphon Place’s overall organizational health and impact.

Requirements

EDUCATION AND EXPERIENCE

Required:

•  Bachelor’s degree in business, operations, project/change management, or related field.  
•  Minimum of 5 years of experience in program or operations management, including experience with process improvement or training systems. 
•  Minimum of 3 years of supervisory or management experience, preferably within a multi-program or crisis services environment.  
•  Excellent communication, facilitation, and organizational skills. 
•  Experience collaborating across departments and managing complex projects. 
•  Experience managing contract compliance, quality assurance, and operational systems required. 
•  Demonstrated ability to forecast staffing, manage budgets, and implement cost-effective strategies 

Preferred:

•  Master’s degree in organizational leadership or a related field. 
•  Experience in behavioral health, crisis intervention, or nonprofit human services. 
•  Familiarity with accreditation processes (AAS, Inform USA, COA). 
•  Understanding of contact center operations. 
•  Knowledge of 211 and 988 systems and crisis intervention services 

KNOWLEDGE