customer service director

Squishy SCS

Job Title: Customer Service Director Company: Squishy SCS Location: Muharraq, Bahrain Salary: BHD 2.800 per monthJob Type: Full-timeSquishy SCS is seeking an experienced and customer-focused Customer Service Director to lead and enhance our customer support operations. This role is responsible for developing service strategies, improving customer satisfaction, and ensuring a high-quality experience across all customer touchpoints.Key Responsibilities<ul><li>Develop and implement customer service strategies and policies</li><li>Lead, mentor, and manage the customer service team to achieve performance targets</li><li>Monitor and analyze customer service metrics (e.g., response time, resolution rate, customer satisfaction)</li><li>Handle escalated customer issues and ensure timely resolution</li><li>Improve processes to enhance efficiency and customer experience</li><li>Collaborate with other departments to address customer needs and feedback</li><li>Implement training programs to develop team skills and service quality</li><li>Ensure compliance with company standards and service excellence</li></ul>Qualifications<ul><li>Bachelor&rsquo;s degree in Business Administration, Communications, or a related field</li><li>Proven experience in customer service management, preferably in a leadership role</li><li>Strong leadership, communication, and interpersonal skills</li><li>Excellent problem-solving and conflict resolution abilities</li><li>Experience with customer service tools and CRM systems</li><li>Ability to analyze data and drive performance improvements</li></ul>Preferred Skills<ul><li>Experience managing large customer service teams</li><li>Strong understanding of customer experience (CX) strategies</li><li>Ability to work in a fast-paced, customer-centric environment</li><li>Multilingual skills are a plus</li></ul>Benefits<ul><li>Competitive salary package</li><li>Leadership role with growth opportunities</li><li>Supportive and collaborative work environment</li></ul>الراتب المدفوع: BD٢٫٨٠٠&nbsp;لكل شهرموقع العمل: بشكل شخصي

Customer Service Director

Hamilton Porter

<div>
 
 
 Call Center Director - Residential &amp; Commercial Energy Services - Clearwater, FL
 
 
 
 
 
 
 Hamilton Porter is a national recruiting firm that partners with companies to help them find and hire all-star talent. We are seeking a highly analytical and results-driven
 
 Call Center Director
 
 to lead and scale a 100+ person call center operation supporting both
 
 telesales and customer service
 
 within the retail energy industry (gas + electric sales). This role is responsible for driving performance through data, building scalable systems and processes, and developing high-performing teams.
 
 
 
 
 
 The ideal candidate combines
 
 strong operational leadership
 
 with deep expertise in
 
 KPIs, analytics, performance optimization
 
 , and has a proven track record of managing large, fast-paced call center environments.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 Performance Management &amp; KPIs
 
 
 <ul>
 <li>
 Own and manage all call center KPIs across sales and service functions, including:
 </li>
 <li>
 Conversion rates / sales per rep; Revenue per call / per agent; Call quality scores; Average handle time (AHT); First call resolution (FCR); Customer satisfaction (CSAT)
 </li>
 <li>
 Attendance, adherence, and occupancy
 </li>
 <li>
 Establish clear performance benchmarks and continuously optimize targets based on data insights
 </li>
 <li>
 Build and maintain real-time dashboards and reporting systems to track performance at agent, team, and department levels
 </li>
 <li>
 Identify trends, gaps, and opportunities to improve efficiency, conversion, and customer experience
 </li>
 </ul>
 
 
 
 
 
 Analytics &amp; Reporting
 
 
 <ul>
 <li>
 Leverage data analytics to drive strategic decisions and operational improvements
 </li>
 <li>
 Develop forecasting models for call volume, staffing needs, and revenue projections
 </li>
 <li>
 Partner with marketing and leadership teams to analyze lead quality, funnel performance, and ROI
 </li>
 <li>
 Conduct regular deep-dive analyses into performance drivers and present actionable insights to executive leadership
 </li>
 <li>
 Implement tools and technologies to improve visibility, attribution, and performance tracking
 </li>
 </ul>
 
 
 
 
 
 Systems, Processes &amp; Optimization
 
 
 <ul>
 <li>
 Design, implement, and continuously refine scalable systems and processes across telesales and customer service operations
 </li>
 <li>
 Standardize workflows, scripts, QA processes, and escalation procedures
 </li>
 <li>
 Drive automation and efficiency initiatives to reduce costs and improve productivity
 </li>
 <li>
 Ensure compliance with regulatory requirements (including TCPA and energy industry guidelines)
 </li>
 <li>
 Optimize CRM, dialer systems, and call routing strategies to maximize performance
 </li>
 </ul>
 
 
 
 
 
 Team Leadership &amp; Development
 
 
 <ul>
 <li>
 Lead, manage, and scale a team of 100+ agents, including supervisors and managers
 </li>
 <li>
 Develop a high-performance culture focused on accountability, continuous improvement, and results
 </li>
 <li>
 Oversee hiring strategy, workforce planning, and onboarding processes
 </li>
 <li>
 Coach and mentor leadership staff to improve team performance and retention
 </li>
 <li>
 Implement structured training and ongoing development programs for sales and service excellence
 </li>
 <li>
 Conduct regular performance reviews and create individualized improvement plans
 </li>
 </ul>
 
 
 
 
 
 Quality Assurance &amp; Customer Experience
 
 
 <ul>
 <li>
 Oversee QA programs to ensure consistent, high-quality customer interactions
 </li>
 <li>
 Monitor call recordings and feedback loops to improve scripting and agent performance
 </li>
 <li>
 Drive initiatives to enhance customer satisfaction and reduce churn
 </li>
 <li>
 Align customer service strategies with overall brand and retention goals
 </li>
 </ul>
 
 
 
 
 
 Qualifications
 
 
 <ul>
 <li>
 7+ years of experience in call center operations, with at least 3+ years in a leadership role
 </li>
 <li>
 Proven experience managing
 
 large-scale (100+ agents)
 
 call centers with both sales and service functions
 </li>
 <li>
 Strong background in
 
 data analytics, KPI management, and performance optimization
 
 </li>
 <li>
 Experience in
 
 retail energy, utilities, or regulated industries
 
 is a BONUS but not required
 </li>
 <li>
 Deep understanding of dialer systems, CRM platforms, and call center technologies
 </li>
 <li>
 Demonstrated success in building systems, processes, and high-performing teams
 </li>
 <li>
 Excellent leadership, communication, and organizational skills
 </li>
 </ul>
 
 
 
 
 
 Compensation &amp; Perks
 
 
 <ul>
 <li>
 Competitive Annual Base Salary
 </li>
 <li>
 Strong Bonus Program
 </li>
 <li>
 Comprehensive Benefits Program
 </li>
 </ul>
</div>

Director Call Center Operations

Arizona Custom Blends

Director of Customer Service &amp; Technical QuotingLocation: Tempe, AZ Employment Type: Full-Time Schedule: Monday&ndash;Friday Work Arrangement: On-Site Only (Not Remote) Reports To: Executive LeadershipAbout Arizona Custom BlendsArizona Custom Blends (ACB) is a fast-growing nutraceutical contract manufacturer specializing in premium powders and capsules. Operating in an FDA-regulated, cGMP-compliant environment, we partner with leading supplement brands to bring high-quality products to market.We are committed to accuracy, accountability, and collaboration&mdash;and we&rsquo;re seeking a strong leader to elevate our customer service and quoting operations.Position OverviewThe Director of Customer Service &amp; Technical Quoting is responsible for leading and optimizing all customer-facing service and quoting functions at ACB. This role oversees a team of three employees and ensures the delivery of accurate, timely quotes, exceptional customer communication, and seamless order execution.This individual will serve as a key cross-functional leader, working closely with Sales, Production, Purchasing, Quality, and Warehouse teams to align customer expectations with operational capabilities.The ideal candidate combines strong leadership skills with an understanding of manufacturing and technical documentation in a regulated environment.Key ResponsibilitiesLeadership &amp; Team Management<ul><li>Lead, coach, and develop a team of 3 customer service and quoting specialists</li><li>Establish performance standards, KPIs, and accountability measures</li><li>Drive a culture of accuracy, responsiveness, and customer-focused execution</li><li>Provide training and ongoing development in technical quoting and customer management</li></ul>Quoting Strategy &amp; Oversight<ul><li>Oversee the development of accurate and competitive nutraceutical manufacturing quotes</li><li>Review and approve complex or high-value quotes (raw materials, production, packaging, logistics)</li><li>Continuously refine pricing strategies, margin targets, and quoting processes</li><li>Ensure alignment between quoted scope and operational capabilities</li></ul>Customer Experience &amp; Account Management<ul><li>Serve as an escalation point for key customer issues and high-priority accounts</li><li>Ensure clear, proactive communication of timelines, requirements, and updates</li><li>Drive a high standard of customer satisfaction and long-term relationship building</li><li>Partner with Sales to support client onboarding and retention</li></ul>Operational &amp; Cross-Functional Alignment<ul><li>Collaborate with Sales, Production, Purchasing, Quality, and Warehouse teams to ensure seamless order execution</li><li>Identify and resolve process gaps that impact order flow or customer experience</li><li>Ensure accurate order processing, tracking, and fulfillment across all accounts</li><li>Support forecasting and capacity planning discussions as needed</li></ul>Technical &amp; Compliance Oversight<ul><li>Ensure all quotes and orders align with cGMP standards and quality requirements</li><li>Review specifications, formulations, and documentation for accuracy and feasibility</li><li>Maintain awareness of FDA Part 111 and industry best practices</li><li>Partner with Quality to ensure compliance throughout the order lifecycle</li></ul>Process Improvement &amp; Strategic Initiatives<ul><li>Identify opportunities to improve efficiency, reduce errors, and scale operations</li><li>Implement systems, tools, or workflows to enhance quoting and customer service functions</li><li>Lead or support special projects tied to company growth and operational excellence</li></ul>Required Qualifications<ul><li>5+ years of experience in customer service, sales support, or account management</li><li>2+ years of leadership or team management experience</li><li>Excellent written and verbal communication skills</li><li>High attention to detail with strong organizational and problem-solving abilities</li><li>Proficiency in Microsoft Word and Excel</li></ul>Preferred Qualifications<ul><li>Experience in nutraceutical, pharmaceutical, food, or regulated manufacturing</li><li>Background in chemistry, biology, food science, or a related field</li><li>Familiarity with cGMP, FDA Part 111, and quality systems</li><li>Experience building or overseeing technical manufacturing quotes</li><li>Experience working cross-functionally in a fast-paced production environment</li></ul>Why Join Arizona Custom Blends?<ul><li>Leadership role within a respected and growing nutraceutical manufacturer</li><li>Direct impact on customer experience and operational success</li><li>Collaborative, cross-functional team environment</li><li>Opportunities to shape processes and scale a growing department</li><li>Stable, full-time position with competitive benefits</li></ul>Benefits<ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Work Location: In person

Director of Customer Service and Quoting

Ooredoo Group of Companies

<div>Our business landscape 
We're an award-winning global communications company operating in nine countries across the Middle East, North Africa, and Southeast Asia. Our strategy is to become the region's leading digital infrastructure provider. Ooredoo Group's strategic vision is guided by five key pillars:<ul><li>
Value-Focused Portfolio: Boosting asset returns by focusing on telco operations, towers, data centres, the sea cable business and fintech.</li><li>
Strengthen the Core: Optimally using deployed capital and maintain an appropriate cost structure.</li><li>
Evolve the Core: Monetising opportunities to generate new revenue streams via programmes focusing on analytics, digitalisation of operations, and partnerships with digital service providers.</li><li>
People: Building an engaged and empowered workforce through integrated learning programs and coaching and mentoring.</li><li>
Excellence in Customer Experience: Creating superior customer experiences.</li></ul>
From day one, every employee who joins our team becomes an integral part of our success journey. We offer you the chance to enhance your skills, advance your career, and maintain a healthy work-life balance. Empowering you to catapult your personal and professional growth. If you're looking to challenge your growth potential, Ooredoo is the employer for you.
Job overview 
The Associate Director - Customer Excellence, is a pivotal leadership role focused on designing, implementing, and driving customer-centric strategies that enhance customer satisfaction, loyalty, and overall experience. This role combines strategic vision, operational excellence, and leadership to deliver value to customers and align customer initiatives with organizational goals.
Your impact on our goals 
Customer Experience Activities<ul><li>
Support the Head of CX in shaping and executing the Group CX strategy, ensuring alignment with overall business objectives and the organization's customer-centric vision.</li><li>
Design, develop, and maintain Group Customer Experience frameworks, methodologies, and standards, ensuring consistent CX practices across markets.</li><li>
Drive the adoption and implementation of CX frameworks and methodologies across OpCos, providing guidance and support to ensure effective local execution.</li><li>
Lead and coordinate multi-country CX transformation and improvement initiatives, working closely with OpCos and cross-functional stakeholders to deliver measurable improvements in CX.</li><li>
Utilize customer feedback and data analytics mechanisms to continuously assess and improve service quality, as well as drive innovation in customer interactions.</li><li>
Define and track key performance indicators (KPIs) to measure customer experience improvements.</li><li>
Develop and implement best practices for customer interaction, training programs for the OpCos, setup a performance measurement matrix and evaluation metrics.</li><li>
Identify opportunities to completely reimagine the physical and digital experience through innovation.</li><li>
Work closely with IT and digital teams to develop strategy for implementation of new customer service technologies, such as CRM systems, AI-driven support tools, and self-service solutions.</li><li>
Drive customer centric culture across Ooredoo and operating companies.</li></ul>
Channel Management / enablement<ul><li>
Define and evolve the Group omnichannel customer experience strategy across key customer interaction channels including Retail, Contact Centre, Mobile App, Web, and other digital interfaces, ensuring a seamless and consistent customer journey across all touchpoints.</li><li>
Develop and maintain channel experience frameworks, standards, and guidelines to ensure consistent service delivery and customer experience across all Operating Companies (OpCos).</li><li>
Drive channel and OpCo level customer experience capability building initiatives, to enhance the overall customer experience, ensuring consistency across all channels and touchpoints.</li><li>
Set goals for customer satisfaction, service quality, and operational performance, ensuring alignment with broader company objectives.</li><li>
Collaborate with other Group or OpCos functions to ensure customer needs are addressed effectively for all customer touchpoints.</li></ul>
Other expectations
 Basic understanding of Customer experience concepts, Voice of customer management, Customer journey management, Service design / design thinking.
Experience<ul><li> 
12+ years of experience in customer experience management, retail (service centres), or contact centres operations,</li><li>
5+ years in a senior leadership role within the telecommunications industry, with experience in cross functional team management and coordination</li><li>
10+ years of Commercial Telco industry experience in a Group or OpCo capacity</li></ul></div>

Associate Director, Customer Excellence

Ooredoo Group

<div>
 
 
 Our business landscape
 
 
 
 
 
 
 We&rsquo;re an award-winning global communications company operating in nine countries across the Middle East, North Africa, and Southeast Asia. Our strategy is to become the region&rsquo;s leading digital infrastructure provider. Ooredoo Group&rsquo;s strategic vision is guided by five key pillars:
 
 
 
 
 <ul>
 <li>
 
 Value-Focused Portfolio:
 
 Boosting asset returns by focusing on telco operations, towers, data centres, the sea cable business and fintech.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Strengthen the Core:
 
 Optimally using deployed capital and maintain an appropriate cost structure.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Evolve the Core:
 
 Monetising opportunities to generate new revenue streams via programmes focusing on analytics, digitalisation of operations, and partnerships with digital service providers.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 People:
 
 Building an engaged and empowered workforce through integrated learning programs and coaching and mentoring.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 
 Excellence in Customer Experience:
 
 Creating superior customer experiences.
 </li>
 </ul>
 
 
 
 
 From day one, every employee who joins our team becomes an integral part of our success journey. We offer you the chance to enhance your skills, advance your career, and maintain a healthy work-life balance. Empowering you to catapult your personal and professional growth. If you&rsquo;re looking to challenge your growth potential, Ooredoo is the employer for you.
 
 
 
 
 
 
 Job overview
 
 
 
 
 
 
 The Associate Director - Customer Excellence, is a pivotal leadership role focused on designing, implementing, and driving customer-centric strategies that enhance customer satisfaction, loyalty, and overall experience. This role combines strategic vision, operational excellence, and leadership to deliver value to customers and align customer initiatives with organizational goals.
 
 
 
 
 
 
 Your impact on our goals
 
 
 
 
 
 
 
 Customer Experience Activities
 
 
 <ul>
 <li>
 Support the Head of CX in shaping and executing the Group CX strategy, ensuring alignment with overall business objectives and the organization&rsquo;s customer-centric vision.
 </li>
 <li>
 Design, develop, and maintain Group Customer Experience frameworks, methodologies, and standards, ensuring consistent CX practices across markets.
 </li>
 <li>
 Drive the adoption and implementation of CX frameworks and methodologies across OpCos, providing guidance and support to ensure effective local execution.
 </li>
 <li>
 Lead and coordinate multi-country CX transformation and improvement initiatives, working closely with OpCos and cross-functional stakeholders to deliver measurable improvements in CX.
 </li>
 <li>
 Utilize customer feedback and data analytics mechanisms to continuously assess and improve service quality, as well as drive innovation in customer interactions.
 </li>
 <li>
 Define and track key performance indicators (KPIs) to measure customer experience improvements.
 </li>
 <li>
 Develop and implement best practices for customer interaction, training programs for the OpCos, setup a performance measurement matrix and evaluation metrics.
 </li>
 <li>
 Identify opportunities to completely reimagine the physical and digital experience through innovation.
 </li>
 <li>
 Work closely with IT and digital teams to develop strategy for implementation of new customer service technologies, such as CRM systems, AI-driven support tools, and self-service solutions.
 </li>
 <li>
 Drive customer centric culture across Ooredoo and operating companies.
 </li>
 </ul>
 
 
 Channel Management / enablement
 
 
 <ul>
 <li>
 Define and evolve the Group omnichannel customer experience strategy across key customer interaction channels including Retail, Contact Centre, Mobile App, Web, and other digital interfaces, ensuring a seamless and consistent customer journey across all touchpoints.
 </li>
 <li>
 Develop and maintain channel experience frameworks, standards, and guidelines to ensure consistent service delivery and customer experience across all Operating Companies (OpCos).
 </li>
 <li>
 Drive channel and OpCo level customer experience capability building initiatives, to enhance the overall customer experience, ensuring consistency across all channels and touchpoints.
 </li>
 <li>
 Set goals for customer satisfaction, service quality, and operational performance, ensuring alignment with broader company objectives.
 </li>
 <li>
 Collaborate with other Group or OpCos functions to ensure customer needs are addressed effectively for all customer touchpoints.
 </li>
 </ul>
 
 
 Other expectations
 
 
 
 Basic understanding of Customer experience concepts, Voice of customer management, Customer journey management, Service design / design thinking.
 
 
 
 
 
 
 Experience &amp; Qualifications
 
 
 
 
 
 <ul>
 <li>
 12+ years of experience in customer experience management, retail (service centres), or contact centres operations,
 </li>
 <li>
 5+ years in a senior leadership role within the telecommunications industry, with experience in cross functional team management and coordination
 </li>
 <li>
 10+ years of Commercial Telco industry experience in a Group or OpCo capacity
 </li>
 <li>
 Bachelor Degree
 </li>
 <li>
 Master&rsquo;s degree is a plus
 </li>
 <li>
 English mandatory, another language spoken in one of Ooredoo OpCos is a plus
 </li>
 <li>
 Strong understanding of customer service strategies, including multi-channel support, CRM systems, and contact centre technologies
 </li>
 <li>
 Proven track record of driving customer satisfaction improvements and operational performance
 </li>
 <li>
 Ability to analyse complex data and translate it into actionable insights for improving customer experience
 </li>
 <li>
 Familiarity with the latest trends and technologies in the telecommunications industry and customer experience management
 </li>
 <li>
 Ability to work collaboratively in a cross-functional team environment.
 </li>
 </ul>
 
 
</div>

Associate Director - Customer Excellence

Medical Service Company

<div><div>At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).</div>
<div></div><div>MSC is a 13 -Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work!</div>
<div></div><div>MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.</div>
<div></div><div>In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success!</div>
<div></div><div><div><div>We are excited to announce that we are hiring for a full-time hybrid position. Work in our office location on Tuesdays, Wednesdays, and Thursdays, and enjoy the flexibility of remote work on other days. Benefits included!</div>
<div></div><div>Apply today to become a part of our dynamic team!</div>
</div></div><div><ul><li>Competitive Pay</li>
<li>Advancement Opportunities</li>
<li>Medical, Dental &amp; Vision Insurance</li>
<li>HSA Account w/Company Contribution</li>
<li>Pet Insurance</li>
<li>Company provided Life and AD&amp;D insurance</li>
<li>Short-Term and Long-Term Disability</li>
<li>Tuition Reimbursement Program</li>
<li>Employee Assistance Program (EAP)</li>
<li>Employee Referral Bonus Program</li>
<li>Social Recognition Program</li>
<li>Employee Engagement Opportunities</li>
<li>CALM App</li>
<li>401k (with a matching program) / Roth IRA</li>
<li>Company Discounts</li>
<li>Payactiv/On-Demand Pay</li>
<li>Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays</li>
</ul></div><div><div><div>The Director, Contact Center Operations leads all contact center functions at Medical Service Company, driving standardization, best‑in‑class customer service, and operational efficiency. This role ensures a consistent, high‑quality patient experience across all contact channels by leveraging data, technology, and innovation. The leader will advance the use of virtual voice agents, AI, and automation to improve responsiveness, reduce manual work, and scale operations effectively.</div>
<div></div><div><div>Responsibilities and Duties:</div>
<div></div><div>Contact Center Leadership &amp; Oversight</div>
<ul><li>Provide end-to-end leadership for all Medical Service Company revenue cycle contact center operations, ensuring consistent execution across teams.</li>
<li>Establish and maintain standardized workflows, policies, and procedures to drive consistency, quality, and scalability.</li>
<li>Ensure delivery of best-in-class customer service by setting clear service standards, monitoring performance, and driving continuous improvement in patient experience.</li>
</ul><div>Standardization &amp; Process Excellence</div>
<ul><li>Lead enterprise-wide standardization of contact center processes, scripting, escalation paths, and performance expectations.</li>
<li>Identify variation, inefficiencies, and breakdowns in workflows; drive root-cause analysis and sustainable solutions.</li>
<li>Partner cross-functionally (IT, Revenue Cycle, Clinical, Quality, Compliance, HR) to align contact center processes with organizational goals and regulatory requirements.</li>
</ul><div>Customer Experience &amp; Quality</div>
<ul><li>Own customer service strategy and execution in relation to contact centers, ensuring interactions are empathetic, compliant, efficient, and solution-oriented.</li>
<li>Oversee scripting standards and tools to ensure accuracy, compliance (HIPAA), and consistency across all contact channels.</li>
<li>Leverage quality monitoring, coaching, and feedback loops to continuously elevate team member performance and patient satisfaction.</li>
</ul><div>Technology, Virtual Agents &amp; AI Enablement</div>
<ul><li>Drive adoption and optimization of virtual voice agents, AI, and automation to improve access, reduce handle time, and increase self-service.</li>
<li>Partner with technology teams to identify opportunities where AI and digital tools can eliminate manual work, reduce errors, and enhance the customer journey.</li>
<li>Use data and insights from AI tools, call analytics, and reporting to inform staffing models, process improvements, and strategic decisions.</li>
</ul><div>Performance Management &amp; Analytics</div>
<ul><li>Establish and manage KPIs across productivity, quality, service levels, and customer satisfaction.</li>
<li>Analyze trends and performance data to proactively address risks, identify opportunities, and guide operational strategy.</li>
<li>Ensure leaders and teams are held accountable to performance standards through clear expectations, coaching, and development plans.</li>
</ul><div>People Leadership &amp; Development</div>
<ul><li>Build, mentor, and develop high-performing leadership teams with a focus on accountability, engagement, and growth.</li>
<li>Ensure consistent training, onboarding, and ongoing development aligned to standardized processes and service expectations.</li>
<li>Foster a culture of innovation, continuous improvement, and customer-centric thinking.</li>
</ul><div>Compliance &amp; Governance</div>
<ul><li>Ensure contact center operations comply with payer requirements, billing procedures, and all federal, state, and local regulations.</li>
<li>Maintain strict adherence to HIPAA and patient confidentiality standards.</li>
<li>Stay informed of regulatory and policy changes and proactively adjust operations as needed.</li>
</ul>
<div></div><div>Qualifications:</div>
<div></div><div>Education: Undergraduate Degree, Business Administration preferred.</div>
<div></div><div>Experience/Knowledge/Skills/Physical Requirements:</div>
<div></div><ul><li>Minimum of five (5) years of progressive leadership experience in contact center operations.</li>
<li>Demonstrated success leading large, multi-team contact center environments.</li>
<li>Strong background in process standardization, performance management, and operational transformation.</li>
<li>Experience leveraging technology, automation, virtual agents, or AI to drive efficiency and improve customer experience.</li>
<li>Data-driven leader with strong analytical, problem-solving, and decision-making skills.</li>
<li>Excellent verbal and written communication skills with a customer-first mindset.</li>
<li>Proficiency in contact center technologies, reporting tools, and Microsoft Office.</li>
<li>Strategic thinker with the ability to translate vision into execution.</li>
<li>Comfortable leading change and driving adoption of new tools and ways of working.</li>
<li>Collaborative partner who builds strong cross-functional relationships.</li></ul></div></div></div></div><div></div>

Director, Contact Center Operations

DiVentures

<div>Store Director Role Profile
At Diventures - where safety is our number one priority and fun is our number one goal - we use our passion, and the power of water, to impact lives, change the world, and have fun doing it. The Store Director contributes to the success of Diventures by leading a team of full-time, part-time and contracted team members to build positive experiences and lasting relationships with our customers through a high-touch, high-communication, personalized customer service experience.
The Store Director works closely with our customers, Diventures Store Support, store team members, and dive professionals to maximize both customer experience and the business results of their store, with the sales of swimming lessons and aquatics programming as well as scuba instruction, equipment, education and travel programs. Delivering on our brand promise, the Store Director acts with an owner/operator mentality to ensure that our people, programs and facility provide a safe, positive, engaging and exciting store environment and experience.
Responsible for the total performance of their business unit, the Store Director reports to the General Manager and works to optimize the income and profit generation of their business through the selection, training and leading of their store team. As the leader of two specialized salaried assistants, a large team of swim staff, a small team of retail salespeople and a larger team of contracted dive professionals in the operation of their aquatics training center, the Store Director builds sustainable growth through individual and team development.
In addition to direct customer service (about 1/2 of their time is spent on the retail floor and/or pool deck) the Store Director and their leadership team is responsible for ensuring safe operation, effective class scheduling and execution, efficient lead generation and conversion, equipment sales, instructor scheduling, product merchandising, inventory management, scuba equipment service and the store's rental program.
The Store Director also works closely with the enterprise Store Support team to proactively develop new swim and dive professionals and ensure effective succession planning and program growth. A certified pool operator, and certified diver (after completion of provided training) the Store Director keeps up to date with and maintains all industry safety and training standards for all pool and offsite diving operations.
To be successful in their role, the Store Director must effectively lead their team in driving the acquisition, conversion, and retention of swim, scuba and travel customers while operating a safe, clean, and well-merchandised retail training center. The Store Director also collaborates continuously with the Swim and Scuba Program Directors, Merchant Director, Travel Director, and other members of the Store Support team in the effective planning, development, and execution of all aspects of the swim, scuba, retail, and travel experience in their location.
Key Attributes of the Successful Diventures Store Director<ul><li>
Customer-First Mindset</li><li>
Servant Leader</li><li>
Sense of Urgency</li><li>
Initiative</li><li>
Engaging</li><li>
Clear Communicator</li><li>
Tenacity</li><li>
Effective Time Manager</li><li>
Positive and Professional Image</li><li>
Business Acumen</li><li>
Positive Mindset</li><li>
Command</li><li>
Collaboration</li><li>
Problem Solver</li></ul>
Required Competencies<ul><li>
Demonstrable relevant experience in the successful leading of customer-focused teams: prospecting, recruiting, interviewing, selection, training, performance coaching, performance management, succession planning and separation.</li><li>
Successful sales leadership experience across varied media: in-person, over the phone, and in writing (email, letters, etc.)</li><li>
Experience in efficient resource and financial management: revenue, margin, payroll, expenses.</li><li>
Scuba, Aquatics, Certified Pool Operators, lifeguard, and/or dive professional experience or a strong desire to learn those competencies.</li></ul></div>

Store Director (Profit Center Leader)

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