Director Customer Operations Jobs

Magnify has an exciting new role for a Director of Customer Operations! Do you pride yourself on your experience managing and leading customer service teams, both tactically and strategically? Do you enjoy a fast-paced, high-volume customer-focused environment? Do you have leadership experience in bankcard services, banking services, or travel services? How would you enjoy working for an organization that over 100 million Americans rely on?

Our client is seeking an individual to manage the Customer Service operations, support strategies, and manage call traffics within established service standards.

Responsibilities:

• Support the implementation of new programs.
• Serve as a secondary liaison to clients.
• Respond to client requests and make presentations to internal and external management teams.
• Achieve all established client and customer satisfaction standards.
• Effectively regulate inbound call traffic in a rapidly changing environment.
• Achieve all established statistical service standards.
• Provide leadership for Customer Service staff, including strategic direction, reinforcement training, coaching, incentives/recognition, and performance evaluation; Manage operational aspects of the Customer Service department, including tracking and analysis of budgets, managing project plans, coordinating quality assurance programs, and promoting interdepartmental communications.
• Ensure consistently accurate data capture for tracking, analysis, and reporting.
• Assure appropriate resource deployment utilizing a call management system and automated scheduling software.
• Serve as a mentor by providing coaching, career development, and inter-departmental relationship management for the team.

Qualifications:

• Bachelor's degree in related field or combination of relevant education and work experience.
• Five (5) years of experience in a high-volume customer-focused environment.
• Additional Information Office environment with moderate noise.
• Demonstrated success in meeting or exceeding customer satisfaction measurements.