Director of Customer Service Operations Lead

4 weeks ago


Milford, Connecticut, United States FCP Euro Full time
Job Title: Director of Customer Service Operations

We are seeking a seasoned Director of Customer Service Operations to lead and scale our high-volume, multi-channel contact center at our corporate headquarters in Milford, CT. This role is critical in overseeing the strategy, management, and continuous improvement of our growing customer service operations.

Key Responsibilities:
  • Manage a dynamic team of ~40 agents, leads, and managers while helping to set a strategy to incorporate automation and outsourcing for simpler inquiries.
  • Partner closely with the Director of Post-Purchase Experience to ensure adherence to quality standards and support improvements to post-purchase quality initiatives.
  • Drive efficiency, enhance team performance, and ensure that service-level agreements (SLAs) and headcount budgets are consistently met, all while supporting the organization's rapid growth.
Requirements:
  • At least 8-10 years of experience in contact center management, with a focus on multi-channel, high-volume environments.
  • Proven experience overseeing multi-tiered customer service workflows, including technical support operations.
  • Expertise with contact center technology tools (e.g., CRM systems, IVR, chatbots, workforce management software).

This is an exempt salaried role with a base salary of $135,000 to $170,000 depending on experience, with a total compensation opportunity of $150,000 to $190,000 annually.



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