Director of Customer Support Operations
Job Summary
Leading both in-house and third-party contact center teams, the full-time salaried Director of Customer Support Operations will oversee operational performance, vendor management, and process optimization while working remotely.
Key Responsibilities
- Oversee daily operations for both in-house and third-party contact centers, ensuring adherence to service-level agreements and quality standards
- Analyze performance data to identify trends and improvement opportunities, providing actionable insights to senior leadership
- Manage third-party contact center vendors, establishing performance expectations and conducting regular reviews
Required Qualifications
- Minimum of 8 years of experience in Customer Support or Contact Center Operations
- Demonstrated experience leading contact center operations and management teams
- Experience managing third-party contact center vendors and performance expectations
- Strong ability to use operational data to identify trends and improve performance
- Bachelor's degree in business management, technology, marketing, or a related field
Complete Job Description
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