Director - Collections and Customer Service

About the job Director - Collections and Customer Service

Position Overview

We are looking for adynamic operations leader to oversee the full lifecycle of customer servicecenter functions within a fast-paced financial services environment. Thisposition is accountable for optimizing performance, maintaining strictcompliance with industry regulations, elevating the client experience, andguiding large, multi-channel service teams (including voice, chat, email, andmobile).

Responsibilities:

• Direct the day-to-dayoperations of a high-capacity customer contact center, ensuringoutstanding service delivery across all communication channels.
• Design and execute strategiesto boost client satisfaction, streamline processes, and foster employeeengagement.
• Monitor and analyze keyperformance metricssuch as customer satisfaction scores, first-contactresolution...