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
- Strategic Thinking & Execution
- Customer Experience Leadership
- Data-Driven Decision Making
- Vendor & Contract Management
- Workforce Planning & Optimization
- Change Management
- Talent Development & Engagement
