Director, TN Contact Center na Herschend Family Entertainment

ABOUT US

Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with 49 leading attractions and immersive experiences that reach audiences worldwide.

While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality.

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

POSITION SUMMARY
The Director of Contact Center is responsible for leading, developing, and executing the overall strategy and daily operations of the contact center to ensure an exceptional customer and host experience. This role oversees multi-channel customer interactions (phone, email, chat, etc.), establishes performance goals, and drives continuous improvement in service delivery, efficiency, and host engagement. The Director partners with cross-functional leaders to align contact center operations with business objectives while fostering a culture of accountability, innovation, and customer care.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide operational leadership for all contact center operations, ensuring service levels, quality standards, and customer satisfaction goals are consistently met.
• Effectively communicate with all staff embracing the Heartspitality and Leading with Love values.
• Manage and develop remote employee performance and process.
• Represent the contact center at property meetings.
• Develop and execute short- and long-term operational plans to support growth, efficiency, and scalability.
• Lead and inspire a team of agents by promoting engagement and high performance.
• Implement workforce management strategies to optimize scheduling, staffing, and forecasting for peak performance.
• Monitor and analyze key performance metrics (KPIs) to identify trends, drive improvements, and report results to senior leadership.
• Partner with IT, HR, Marketing, and other departments to align customer support initiatives with organizational goals.
• Champion the adoption of new technologies and tools to enhance customer and host experience.
• Maintain compliance with company policies and data security standards.

EXPERIENCE & EDUCATION

• Bachelor’s degree in business, Communications, or related field preferred.
• 8–10+ years of progressive leadership experience in a contact center or customer experience environment.
• Strong knowledge of CcaaS tools.
• Experience leading a sales center for hospitality or high value sales environment.

SKILLS & QUALIFICATIONS

• Proven track record of managing large-scale, multi-channel contact center operations.
• Strong business acumen with experience in budgeting, forecasting, and workforce planning.
• Following marketing strategies to maximize sales in the contact center.
• Demonstrated ability to drive performance improvement using data, analytics, and KPIs.
• Excellent communication, leadership, and interpersonal skills with the ability to influence at all levels.
• Experience implementing contact center technology platforms.