Customer Support Director

Summary of Position :

Security First Managers is seeking a Customer Support Director to lead and manage the strategy, leadership, and operations of the customer support department. This position is integral to ensuring exceptional customer experiences while achieving corporate objectives. The Director will oversee workforce optimization, digital delivery, quality assurance, and manage the department’s budget, forecasting, and staffing. The role demands extensive expertise to drive policies and procedures while implementing innovative solutions aligned with business strategies.

Essential Job Functions :

• Leadership & Team Development : Manage and guide individual contributors and supervisory staff to achieve operational objectives. Foster a culture of collaboration, transparency, and problem-solving.
• Workflow Management : Plan and oversee business area workflow, assign tasks, and communicate daily activities to ensure productivity.
• Compliance & Best Practices : Implement best practice standards and ensure compliance with regulatory and funding agencies. Prepare data for trend analysis and regulatory reporting.
• Contact Center Management : Direct omnichannel and blended contact center operations, ensuring they meet and exceed company goals and regulatory requirements.
• Goal Setting & Performance Metrics : Develop annual goals, KPIs, and other metrics to drive departmental performance and continuous improvement.
• Customer Experience Strategy : Establish customer service strategies to deliver world-class CX programs and incorporate industry trends and best practices.
• Technology & System Optimization : Monitor and assess opportunities for contact center technology improvements. Oversee the use of contact center technology solutions across departments and manage optimization projects.
• Recruitment & Training : Develop recruitment strategies in collaboration with People and Culture. Create and implement coaching and training strategies, partnering with Learning & Development (L&D).
• Quality Assurance & Continuous Improvement : Establish and maintain Quality Assurance (QA) goals and strategies to ensure top-notch customer service.
• Cross-functional Collaboration : Work with cross-functional leaders to ensure customer feedback translates into actionable improvement plans and maintain a companywide focus on CX improvements.
• Workforce Management : Oversee workforce management strategies, including forecasting, scheduling, and team performance metrics.
• Catastrophe Planning : Collaborate on the company’s catastrophe (CAT) plan, ensuring preparedness for high FNOL (First Notice of Loss) volume and adapting processes as necessary.
• Leadership & Reporting : Lead departmental meetings and manage key projects. Provide regular updates on operational performance, customer trends, and opportunities for improvement.

Supervisory Responsibilities :

Minimum Requirements :

Certifications and Licenses :

Preferred Qualifications :