Director, Call Center

Higher One
New Haven
Oct 08, 2016
Oct 19, 2016
Call Centers
Employer Type
Direct Employer
Employment Type
Full Time
The Customer Service Director is responsible for providing leadership to the service operation, managing service levels, managing and supporting a team of customer service coaches and a team of customer service representatives located in New Haven or home based and handling escalations.

* Responsible for interviewing, maintaining positive employee relations, providing support, guidance and feedback to staff.

* Hire and develop staff

* Establish and support an atmosphere that promotes teamwork and customer service staff involvement in a positive high energy work environment.

* Team with other directors to provide continuity through all business and product efforts.

* Conduct team meetings and communicate effectively at many levels.

* Coach and mentor customer service representatives

* Prepare and maintain performance and productivity reports for operations and management

* Encourage and observe use of Stellar Service Skills, information accuracy and conformity to company policy and procedures

* Handle escalations with stellar service, including phone, chat, and email.

* Assist with projects and initiate enhancement ideas that are innovative and may lead to efficiency and productivity gains.

* Manage the training and on boarding of new call center staff

* Manage SLA's

* Assist supervisors with call monitoring and scheduling

* Manage WFM process

* This position reports directly to the Vice President of IT Payment Systems


* 6+ years experience in supervising and managing a customer support/service/call center operation

* Bachelors degree in related field

* Strong verbal and written skills

* Passion for stellar customer service and serving customers

* Experience working in a fast paced environment

* Ability to solve issues and maintain positive relationships

* Strong computer and typing skills

* Ability to effectively manage time, establish priorities and handle tasks