Director, Customer Service

DIRECTOR, CUSTOMER SERVICE

LAS VEGAS,NV

MAGNACARE

About The Role

Magnacare is seeking a Las Vegas-based Onsite Director of Customer Service to be responsible for the strategic direction, performance, and day-to-day management of a multi-channel customer service organization, including both contact center and walk-in service center operations. This role ensures exceptional customer experiences, operational excellence, and scalable service delivery across in-house and outsourced environments. The Director will lead teams, optimize processes, leverage data and technology, and partner cross-functionally to support organizational goals.

Key Responsibilities

Plan, direct, and oversee the operations of multi-purpose, multi-location contact centers and walk-in customer service centers.
Establish and maintain policies, procedures, goals, and service standards aligned with business line requirements and customer expectations.
Drive operational excellence by optimizing resources, workforce capacity, workflows, and service delivery models.
Lead forecasting, workforce planning, and scheduling to ensure staffing levels meet current and future customer demand.
Identify, evaluate, and manage vendor partners, including outsourced call center providers and technology vendors.
Oversee vendor performance through Service Level Agreements (SLAs), quality metrics, call flows, workflows, and statistical reporting.
Champion the implementation of new tools, technologies, and process improvements to enhance efficiency, scalability, and customer satisfaction.
Develop, implement, and maintain comprehensive reporting and dashboards for internal operations and business stakeholders.
Monitor key performance indicators (KPIs), customer service metrics, and call center analytics to identify trends, gaps, and opportunities.
Analyze inbound volume patterns and customer interaction trends; identify root causes and drive corrective action plans.
Establish, monitor, and continuously improve benchmark standards related to service levels, productivity, and customer satisfaction.
Build, lead, and mentor Customer Service management teams across contact center and walk-in operations.
Create and support career pathing, succession planning, and leadership development initiatives.
Foster a culture of accountability, collaboration, continuous learning, and customer-centric thinking.

Essential Qualifications

Bachelor’s degree in Business, Operations Management, or a related field (Master’s degree preferred).
Minimum of 10 years of progressive leadership experience managing complex customer service or contact center operations (inbound and outbound).
Proven experience managing both in-house and remote contact center environments.
Demonstrated success leading large-scale operational initiatives, transformations, and technology implementations.
Industry experience in healthcare, insurance, or similarly regulated, high-volume service environments.
Strong analytical, communication, and problem-solving skills with the ability to translate data into action.
Deep expertise in call center metrics, workforce management, and performance benchmarking.
Proven track record of developing and implementing exceptional customer service standards and procedures.
Exceptional leadership, coaching, and interpersonal skills with experience leading teams in fast-paced, results-driven environments.
Ability to manage multiple priorities, influence cross-functional stakeholders, and drive change effectively.
Experience with modern telephony platforms, CRM systems, and customer engagement technologies strongly preferred.

Key Competencies