Director of Call Center Operations

The YMCA of Greater Dayton is seeking an enthusiastic and self driven Director of Call Center Operations to provide support to members. 
Job Description

This is a new position being created to assist with the overall support for members in a growing YMCA.  This position will be responsible for developing, implementing, and enhancing Member Experience Center systems, technologies and strategies while promoting service excellence 

The YMCA of Greater Dayton has over 1400 staff in 14 branch locations, 8 all day childcare centers, 3 aquatic centers, and several before and after school care sites.  This position is based our of our Associaition Services Office.  

Qualifications
  • A 2-year college degree or applicable experience is required; Bachelor's degree in related field or equivalent strongly preferred.
  • Proven customer service experience, with preference given to call center experience.
  • Minimum of 3 years of high-level administrative experience, including leadership and supervision.
  • Experience in budget management, data processing, and information technology skills.
  • Superior listening, verbal, and written communication skills.
  • High proficiency in computer skills, including Microsoft Office.
  • Daxko knowledge is desired, but not required.
  • Bilingual (English/Spanish) is desired, but not required.
Essential Functions
  • Directs, supervises, and monitors Member Call Center operations to meet YMCA objectives and adhere to state, local and regulations.
  • Develops, monitors, and effectively forecasts program budget to meet fiscal objectives.
  • Oversees the daily operations including serving members and participants via inbound/outbound calls, web chats and email. 
  • Recruits, supervises, trains, and coaches a team of full time and part time staff and works collaboratively with other departments to ensure high impact member experience.
  • Develops and implements strategies that will lead to consistently delivering exceptional member experiences and first call/chat resolution.
  • Fosters a culture of teamwork with all Y locations and program departments which mutually feeds both membership and program quality/growth.
  • Substitutes for staff when needed and should be able to work evenings and weekends as required.
  • Partners with the Member Account Services Team, to lead systems (Daxko) and member service focused trainings for the association.
  • Thinks conceptually and creatively. Portrays good analytical skills and demonstrates assertiveness to manage the scope and diversity of the responsibilities.
  • Works in a fast-paced environment, set priorities, and work with a wide variety of individuals.
  • Improves and streamlines processes, handles multiple administrative tasks, and provides guidance to resolve complex customer and personnel issues in collaboration with Association Services and Branch Leadership.
  • Consistently meets/exceeds the expectation of the Call Center answering 80% of calls during hours of operations.
  • Consistently meets/exceeds the expectation of offering chat during 80% of operational hours.
  • Conducts regular staff coaching to build and cultivate highly skilled, mission inspired staff team that enjoys building genuine relationships with members and participants resulting in exceptional service delivery.
  • Contributes to meeting/exceeding Association monthly new member acquisition goals by utilizing Listen First to match prospective member needs with what the Y has to offer.
  • Contributes to program enrollment by utilizing cross-selling efforts.
  • Contributes to the improvement of member retention by consistently delivering high-quality phone/chat service.
  • Maintains a culture of innovation and continuous improvement.
Required Certifications
  • A 2-year college degree or applicable experience is required; Bachelor's degree in related field or equivalent strongly preferred.