Director, Service Center

Summary

Join bswift as a Director, Service Center (COE), leading and mentoring a team focused on delivering high-quality customer experiences across various channels. You will oversee quality programs, knowledge management, technology deployment, and continuous improvement initiatives. This role requires 5+ years of experience in a similar director-level position within a large contact center, along with expertise in customer service technologies and data analysis. bswift offers a comprehensive benefits package including health benefits, competitive compensation with performance-based incentives, remote work options, retirement savings plans, professional development opportunities, and employee wellbeing initiatives. The base salary range is $105,000-$120,000, exclusive of fringe benefits or potential bonuses. bswift is an equal opportunity employer committed to fostering an inclusive workplace.

Requirements

• 5+ years in a Director or higher role in a large multi-channel contact center, demonstrating experience creating technology and operational solutions that drive quality, efficiency, and engagement
• Strong understanding of latest customer service technologies (cloud telephony systems, CRMs, Agent assist AI, etc.)
• Ability to be a player-coach, actively participating in solutions alongside the team
• Intimate familiarity with KPIs such as adherence, occupancy, shrink, and abandonment
• Passion for continuous improvement and making a rapid impact
• Data-driven decision-making abilities, including evaluation, action, and adjustment
• Ability to problem-solve and find solutions across multiple groups for complex issues
• Ability to manage change from ideation to completion
• Ability to assist and equip others to efficiently solve complex problems
• Ability to exercise good judgment independently, even with limited data or direction
• Proven results in transforming delivery through improved processes, automation, and new ideas
• Strong verbal and written communication skills for all organizational levels and external clients
• Data analysis and advanced Excel skills
• Ability to model, create, and manage a budget
• Willingness to work nights and weekends when necessary
• Occasional travel (up to 10%)

Responsibilities

• Oversee an in-house and BPO Quality program evaluating customer interactions, escalations, and satisfaction
• Maintain a knowledgebase, working with Delivery and Training teams, to equip agents for complex calls
• Own and manage continuous enhancement of customer service technology (NICE InContact, Agent Assistant AI, Agent Desktop, Salesforce CRM, Telephony/IVR)
• Act as an internal and external SME on customer service trends, providing stakeholder contact for roadmap, best practices, planning, training, reporting, and escalation management
• Provide level 0 product support, participate in release testing, and contribute to product strategy and roadmap development
• Develop contingency plans, manage escalations, measure efficiency initiatives, oversee budgeting, and lead programs
• Grow talent through feedback, career development, rotational training, and skill matching
• Collaborate with L&D to ensure training is relevant, updated, and effective, applying learnings to improve Service Center training

Preferred Qualifications

• Experience with seasonal staff modeling, acquisition, onboarding, and training
• Knowledge of Benefits Administration and Annual Enrollment
• Experience in remote workforce management
• Experience with Contracts and Negotiations

Benefits

• Comprehensive Health Benefits: Access to health, dental, and vision plans
• Competitive Compensation: A compensation package that recognizes your skills, experience, and contributions, including performance-based incentives for most roles. Base salary range is $105,000-$120,000
• Remote first, Office friendly environment!
• Retirement Savings Plans: Employer-sponsored retirement savings programs
• Professional Development: Opportunities for career growth, including training and resources
• Supportive Culture: A collaborative environment valuing open communication and creative problem-solving
• Employee Wellbeing Initiatives: Programs focused on mental health, financial planning, and wellness resources