We are seeking an experienced Contact Center Operations Leader to oversee large-scale, multi-site contact center operations. This role is responsible for driving performance, productivity, quality, and customer experience across teams of 500+ associates in a high-volume, fast-paced environment.

This is a senior-level leadership role ideal for someone with a strong background in telecom, customer support, and financial services, who thrives in a metrics-driven, production environment.

Key Responsibilities
Lead and manage multi-site contact center operations (500+ employees)
Drive performance across customer support and call center teams
Monitor and improve KPIs, SLAs, and customer experience metrics
Conduct performance reviews and implement corrective action plans
Analyze pipeline, productivity, and quality data to drive improvements
Ensure compliance with audit, regulatory, and internal standards
Partner with leadership and HR on workforce planning and team development
Serve as escalation point for client and operational issues
Foster a culture of accountability, coaching, and continuous improvement

Requirements
15–20+ years of contact center leadership experience
Proven experience managing teams of 500+ employees
Background in telecom and/or customer support environments
Experience in banking or financial services required
Experience with companies such as Bank of America, Wells Fargo, Citi, Teleperformance, Concentrix, or Accenture strongly preferred
Strong analytical, operational, and leadership skills
Ability to thrive in a fast-paced, high-volume environment
Excellent communication and problem-solving skills
Comfortable working in a digital, paperless environment
Flexibility to work extended hours as needed

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.