Director of Customer Service Operations

Job Summary

A company is looking for a Director of Customer Service Operations.

Key Responsibilities

• Oversee hiring, training, and supervision of the Business Excellence team
• Lead the Genesys support team and ensure system reliability and training
• Develop and implement operational standards and performance measures to meet service expectations

Required Qualifications

• Bachelor's degree (master's preferred)
• 8+ years of experience in a large Call Center or related environment, including 5 years in a managerial role
• Strong understanding of call center management standards with 3+ years in establishing KPIs and performance management
• Experience managing contract operations and public/private sector healthcare
• Demonstrated expertise in P&L management and operational process engineering