Job Description
The Director of Service Delivery owns end-to-end performance across a complex, multi-channel contact center environment. This role is accountable for building and operating a scalable service delivery system that consistently meets SLA, quality, and cost targets.
This leader operates as both a systems builder and leadership architect, elevating manager performance, enforcing accountability, and driving consistency in a fast-paced, high-growth environment.
Success requires the ability to:
- Build and enforce a leadership operating system that drives measurable execution
- Develop leaders and scale leadership capacity across teams
- Create structure through clear processes, policies, and accountability mechanisms
- Lead through complexity while maintaining aggressive SLA and quality performance
This role is also responsible for building AI into service delivery. The Director must design and operationalize AI-enabled workflows (e.g., agent assist, QA automation, routing, self-service), define the underlying logic and prompts, and partner with IT to deploy solutions.
The Director owns delivering measurable impact through these systems, including improvements in SLA, productivity, cost per contact, and customer experience.
salary: $130,000 - $165,000 per year
shift: First
work hours: 7 AM - 7 PM
education: High School
Responsibilities
- Own SLA performance across 100+ queues in a multi-site, multi-channel environment
- Design and operate SLA architecture integrating:
- Workforce planning (forecasting, scheduling)- in coordination with a small (<5 FTE) WFM team
- Real-time adherence and intraday management
- Queue prioritization and routing logic
- Vendor/BPO load balancing
- Implement real-time SLA recovery systems and escalation frameworks
- Balance service levels, cost, and customer experience
- Design and deploy AI-enabled workflows across service delivery: Agent assist and real-time guidance, QA automation and compliance monitoring, Intelligent routing and customer self-service
- Define workflow logic, decision frameworks, and prompt structures
- Partner with IT for deployment while retaining ownership of use case design and outcomes
- Drive measurable improvements in: SLA attainment, AHT and productivity, Cost per contact, and Quality and compliance
- Lead operations across voice, chat, noncall case, SMS, mobile app, and web channels
- Optimize routing, prioritization, and capacity allocation across channels
- Manage multi-site operations including international BPO/vendor partners
- Ensure consistency of execution across locations and channels
Skills
- Call Center
- Call Center Support
- Active Listening
- Telephone Etiquette
- Basic Software Skills
- Typing Skills
- AI integration (3 years of experience is required)
- SLA
- Multi-Channel (3 years of experience is required)
- Managing
- Coaching (2 years of experience is required)
Qualifications
- Years of experience: 5 years
- Experience level: Director
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
Job Tags
Permanent employment, Temporary work, Work experience placement, Shift work