Sr. Director, Enterprise Call Center Support - (Hybrid in Holland, OH)

Our customers count on us to help them drive their business, and that drives us to constantly challenge ourselves to achieve more. We take on new opportunities, learn fast, and keep growing. But we do it together, as a team. If you’re ready to be part of an exciting team in a high-growth environment, join us!

Our values

Customer obsessed

We obsess over our customers by providing them with outstanding support, products, and solutions that deliver superior value. We do this by listening to our customers' needs, building long-lasting relationships, and responding with innovative solutions.

We win together as one team. We help each other succeed by fostering an environment that produces positivity, respect, and creativity.

Do the right thing

We act ethically and with integrity—no exceptions. We keep our promises and do the right things for our team members, customers, and community.

Let’s go!

Fast and nimble, we go all out to reach our goals as quickly as possible. We constantly challenge ourselves to achieve more. We keep moving forward for our team members, customers and community.

Location Hubs

Find your place at Velocity

OH

MO

NC

Charlotte, North Carolina

TX

Why you’ll love working here

We are an energetic bunch — eager to succeed and have lots of company pride

As a growing managed solutions company, every team member has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do and who we do it for. To achieve our goals, we foster a collaborative work environment where we prioritize strengthening relationships with both our customers and team members.

Competitive benefits package

We know the strength of our company depends upon our high-performing, diverse team. That’s why we offer a comprehensive rewards package of competitive pay and benefits that allows us to take care of our team members and support their health and wellbeing in and outside the workplace.

Healthy and happy

At Velocity, we provide employees with the resources they need to take care of themselves and their families. As an employee, you will receive big-company style comprehensive benefits (medical, dental, vision, and more) with a startup spirit.

Investing in our people

From the first day, you are a valued member of the team and are rewarded as such. Employees qualify for all we offer, such as PTO and paid holidays, 401k with company match and immediate vesting, company-provided life insurance, short and long-term disability coverage, employee assistance programs, and more!

We're flexible

We know you give Velocity 100% and believe other aspects of your life deserve the same. We offer flexible working conditions to ensure you’re able to provide your best to all the demands, loved ones, and passions in your life.

Opportunities for growth

We grow and change fast—and help our employees grow with us by offering ongoing learning opportunities and encouraging movement around the company to enhance skill sets and company knowledge. Velocity loves to promote from within and further develop our talented workforce.

We operate as one team-check your egos at the door!

Reliance on trust and mutual respect is the only way we will ever reach our shared goals—we operate as One Team! Our commitment to you is: to always be open about where we stand as a company and your role in it.

Let’s go! Live a little

Our bold and supportive team fosters an environment where work doesn’t always feel like work. Our relationships are genuine and cultivated through a culture that encourages everyone to bring their whole self to work each day. We take our work seriously, but not ourselves.

Starting a new career is a big decision, and the interview process can be intimidating. At Velocity, we’ll be with you every step of the way to help you succeed. We’ve designed our recruiting process to be straight-forward and transparent, allowing you to come in confident and ready to impress.

OUR CulturE

Empowering Every Voice.

In the fast-moving world of connectivity, we recognize that the strongest solutions are built by a wide range of voices, ideas, and experiences. At our company, we strive to create a workplace where every team member feels respected, supported, and empowered to contribute. By embracing different viewpoints and ensuring fair access to growth and opportunity, we aim to build not just cutting-edge technology, but a culture where everyone can thrive. Our commitment to these values helps us better serve our customers and foster a positive culture for our team members.

Velocity cares

It’s more than just words for Velocity, it’s about action and getting involved

At Velocity, our business is keeping organizations connected internally and to their customers. We also attempt to make connections within our community. Whether it’s a local event sponsorship, employee-driven food bank, or donation of IT equipment and services, Velocity upholds its promise to do right by our team members, customers, and community.

Open Positions

Position: Sr. Director, Enterprise Call Center Support - (Hybrid in Holland, OH)

Location: Holland, OH

Job Id: 2309

# of Openings: 1

General Summary

Velocity is seeking to hire a Senior Director, Enterprise Call Center Support. This role is responsible for the strategic leadership, operational performance, and continuous improvement of the organization's Call Center operations, with direct accountability for the enterprise client relationships that depend on that support. The role ensures a consistent, scalable, and high-quality customer experience across all call center channels while maintaining alignment with company service commitments, customer expectations, and business objectives.

The Senior Director will lead the evolution of Call Center operations through workforce optimization, intelligent automation, AI-enabled customer support tools, advanced analytics, and process improvement, while personally owning the executive relationship with Velocity's largest enterprise accounts. This leader will focus on improving service levels, customer satisfaction, employee performance, operational efficiency, and the overall customer journey.

Working closely with executive leadership and cross-functional partners, this role will build a high-performing, technology-enabled Call Center organization capable of supporting business growth while delivering exceptional experiences to Velocity's enterprise clients.

Primary Duties and Responsibilities

Call Center Leadership & Strategy

• Provide strategic leadership and direction for Call Center operations, including frontline agents, supervisors, managers, and supporting functions.
• Develop and execute the Call Center strategy in alignment with company growth, customer experience, and service excellence objectives.
• Establish operational standards, governance, policies, and best practices for customer support delivery.
• Create a culture of accountability, performance, customer focus, and continuous improvement.
• Ensure appropriate staffing models, leadership coverage, and operational readiness to support customer demand.

• Serve as the senior escalation point and executive relationship owner for enterprise client accounts, ensuring commitments in service level agreements and contracts are met or exceeded.
• Partner directly with enterprise client stakeholders and internal Client Success and Account Management teams to understand evolving needs, set expectations, and resolve high-impact issues.
• Represent the Call Center organization in enterprise client business reviews, presenting performance results, improvement plans, and roadmap items.
• Identify opportunities to strengthen enterprise client relationships through proactive communication, tailored service models, and value-added support offerings.

• Champion an exceptional customer experience across all Call Center interactions and support channels.
• Develop strategies to improve first contact resolution, response times, service quality, and customer satisfaction.
• Establish and maintain quality assurance programs, call monitoring standards, coaching processes, and customer experience best practices.
• Analyze customer feedback, contact drivers, escalations, and service trends to identify opportunities for improvement.
• Ensure effective escalation management and timely resolution of complex customer concerns.
• Partner with Client Success and other customer-facing teams to ensure support delivery aligns with customer commitments and expectations.
• Lead the adoption of AI-enabled customer support tools, intelligent automation, and digital self-service capabilities within the Call Center.
• Implement technologies such as intelligent virtual assistants, AI-assisted agent tools, automated interaction routing, knowledge management systems, and self-service platforms.
• Identify opportunities to automate repetitive administrative and customer support activities while maintaining a high-quality customer experience.
• Leverage AI-driven insights and analytics to improve agent performance, customer interactions, forecasting, and operational decision-making.
• Continuously evaluate emerging Call Center technologies, including AI copilots, conversational AI, workforce optimization platforms, and digital customer engagement tools.

• Drive continuous improvement in Call Center performance, efficiency, productivity, and customer satisfaction.
• Establish, monitor, and improve key performance indicators, service levels, and quality metrics.
• Oversee workforce planning, forecasting, scheduling, capacity management, and real-time performance management.
• Optimize call flows, routing strategies, escalation processes, and customer support workflows.
• Use data and analytics to identify performance gaps, improve resource allocation, and increase operational efficiency.
• Develop strategies to manage call volume fluctuations and maintain appropriate service levels.

• Build, mentor, and lead a high-performing Call Center leadership team.
• Develop managers and supervisors through structured coaching, performance management, succession planning, and leadership development.
• Establish clear performance expectations and accountability across the Call Center organization.
• Partner with Human Resources and Talent Acquisition on workforce planning, hiring strategies, retention, engagement, and employee development.
• Create a positive, inclusive, and customer-focused culture that supports employee engagement and career growth.
• Lead change management initiatives associated with new processes, technologies, and operating models.

• Oversee quality assurance, training, onboarding, and ongoing development programs for Call Center employees.
• Ensure training programs effectively prepare employees to deliver accurate, professional, and customer-focused support.
• Use performance data, quality results, and customer feedback to identify coaching and development needs.
• Develop consistent performance management practices and improvement plans.
• Ensure knowledge resources, procedures, and training materials remain accurate, accessible, and current.

• Partner with Client Success, Sales, Technology, Product, Human Resources, and other internal teams to improve the customer experience and operational effectiveness.
• Collaborate with business leaders to understand customer needs, service requirements, and anticipated demand.
• Support company initiatives related to customer experience, digital transformation, automation, and operational scalability.
• Ensure effective communication and coordination between the Call Center and other departments responsible for customer support and service delivery.

• Evaluate and implement Call Center technologies that improve customer experience, workforce productivity, quality, and operational efficiency.
• Optimize CRM, contact center, workforce management, quality management, knowledge management, and reporting tools.
• Develop scalable processes and workflows that support business growth and evolving customer needs.
• Promote disciplined process management, documentation, and continuous improvement practices.

• Provide executive-level reporting on Call Center performance, customer experience, staffing, operational risks, and improvement initiatives.
• Present actionable insights and recommendations based on service metrics, workforce data, quality results, and customer trends.
• Develop dashboards and reporting that provide visibility into operational performance and business outcomes.
• Identify emerging trends, risks, and opportunities and recommend strategies to improve Call Center effectiveness.

• Bachelor's degree in Business, Management, Communications, Information Technology, or a related field required.
• MBA or advanced degree preferred.
• 10+ years of experience in call center, contact center, customer support, or service operations.
• 5+ years of senior leadership experience managing large, multi-layered customer support teams.
• 5+ years of experience managing enterprise or strategic client relationships within a service delivery organization.
• Demonstrated experience leading high-volume Call Center operations and improving customer experience and operational performance.
• Experience with workforce management, quality assurance, performance management, and customer support technologies.
• Experience implementing automation, AI-enabled support tools, or digital customer service solutions preferred.
• Experience within managed services, telecommunications, technology, SaaS, or other complex service environments strongly preferred.

• Strong leadership and organizational management capabilities.
• Deep understanding of Call Center operations, workforce management, quality assurance, and customer experience practices.
• Skilled at building trusted, executive-level relationships with enterprise clients and internal stakeholders.
• Strong analytical and data-driven decision-making skills.
• Experience with contact center platforms, CRM systems, workforce management tools, and performance analytics.
• Knowledge of AI-enabled customer support technologies and intelligent automation.
• Excellent executive communication, presentation, and stakeholder management skills.
• Proven ability to improve service levels, customer satisfaction, employee engagement, and operational efficiency.
• Strong change management and continuous improvement capabilities.

• Enterprise account retention and satisfaction (e.g., account-level NPS/CSAT)
• Service level and average speed of answer (ASA)
• Average handle time (AHT)
• Abandonment rate
• Call and interaction quality scores
• Customer escalation volume and resolution
• Agent productivity and schedule adherence
• Employee engagement, retention, and turnover
• Training effectiveness and time to proficiency
• Self-service and automation adoption
• Operational efficiency and cost per contact

We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.

As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.

Our Values – Collaborative and Strong at the Core

• Customer-obsessed
• One team
• Do the right thing
• Let’s go!
• PTO & Paid Holidays
• Paid Sick Time
• 401K – with Employer Match
• Company provided Life Insurance, Short/Long-Term Disability
• Supplemental Benefits Available

Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S— Velocity is an unstoppable force. To learn more, please visit .

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.