Director of Call Center Operations
Company: YMCA of Greater Dayton
Posted on: August 6, 2022
Director of Call Center Operations
Association Services Office
$42,650 - $45,300/Annually
Responsible for developing, implementing, and enhancing Member
Experience Center systems, technologies and strategies while
promoting service excellence
At the YMCA, We are welcoming: we are open to all. We are a place
where you can belong and become. We are genuine: we value you and
embrace your individuality. We are hopeful: we believe in you and
your potential to become a catalyst in the world. We are nurturing:
we support you in your journey to develop your full potential. We
are determined: above all else, we are on a relentless quest to
make our community stronger beginning with you.
Directs, supervises, and monitors Member Call Center operations to
meet YMCA objectives and adhere to state, local and
Develops, monitors, and effectively forecasts program budget to
meet fiscal objectives.
Oversees the daily operations including serving members and
participants via inbound/outbound calls, web chats and email.
Recruits, supervises, trains, and coaches a team of full time and
part time staff and works collaboratively with other departments to
ensure high impact member experience.
Develops and implements strategies that will lead to consistently
delivering exceptional member experiences and first call/chat
Fosters a culture of teamwork with all Y locations and program
departments which mutually feeds both membership and program
Substitutes for staff when needed and should be able to work
evenings and weekends as required.
Partners with the Member Account Services Team, to lead systems
(Daxko) and member service focused trainings for the
Thinks conceptually and creatively. Portrays good analytical skills
and demonstrates assertiveness to manage the scope and diversity of
Works in a fast-paced environment, set priorities, and work with a
wide variety of individuals.
Improves and streamlines processes, handles multiple administrative
tasks, and provides guidance to resolve complex customer and
personnel issues in collaboration with Association Services and
Consistently meets/exceeds the expectation of the Call Center
answering 80% of calls during hours of operations.
Consistently meets/exceeds the expectation of offering chat during
80% of operational hours.
Conducts regular staff coaching to build and cultivate highly
skilled, mission inspired staff team that enjoys building genuine
relationships with members and participants resulting in
exceptional service delivery.
Contributes to meeting/exceeding Association monthly new member
acquisition goals by utilizing Listen First to match prospective
member needs with what the Y has to offer.
Contributes to program enrollment by utilizing cross-selling
Contributes to the improvement of member retention by consistently
delivering high-quality phone/chat service.
Maintains a culture of innovation and continuous improvement.
A 2-year college degree or applicable experience is required;
Bachelor's degree in related field or equivalent strongly
Proven customer service experience, with preference given to call
Minimum of 3 years of high-level administrative experience,
including leadership and supervision.
Experience in budget management, data processing, and information
Superior listening, verbal, and written communication skills.
High proficiency in computer skills, including Microsoft
Daxko knowledge is desired, but not required.
Bilingual (English/Spanish) is desired, but not required.
Keywords: YMCA of Greater Dayton, Dayton , Director of Call Center Operations, Executive , Dayton, Ohio
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