Mitchell Martin Inc Hiring for Director of Customer Service at New York City Metropolitan Area Full Time

Title: Director Of Customer Service

Location: NYC

Must have: Healthcare and Call Center Experience

Position Overview:

• Lead daily operations of a high-volume call center handling 1 million calls annually.
• Drive exceptional member experiences and support acquisition and retention goals.
• Direct staff, establish performance metrics, and oversee CRM implementation.

Key Responsibilities:

• Manage call center operations, ensuring staff and customer satisfaction.
• Review and update policies to align with customer needs and industry standards.
• Establish and track performance metrics for efficiency and financial performance.
• Implement CRM tools and methodologies to enhance service quality.
• Lead hiring, training, and supervision of call center employees.
• Collaborate with cross-functional teams to align activities with organizational goals.
• Represent in audits and handle escalated concerns.

Minimum Qualifications:

• Bachelor’s degree required.
• Minimum 7 years of call center management experience.
• Strong problem-solving skills and experience in process improvement.
• Excellent communication and interpersonal skills.
• Proficiency in establishing metrics-driven call center environments.