- 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.
- 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.
- Strategic Thinking & Execution
- Customer Experience Leadership
- Data-Driven Decision Making
- Vendor & Contract Management
- Workforce Planning & Optimization
- Change Management
- Talent Development & Engagement
-
We are seeking a dedicated and customer-focused individual to join our team as a Customer Service Representative. This role involves engaging with clients, providing exceptional support, and ensuring customer satisfaction across various communication channels. · ...
Las Vegas, NV1 month ago
-
Benefits:401(k) · 401(k) matching · Bonus based on performance · Company parties · Health insurance · Opportunity for advancement · Training & development · Our tight-knit team in Las Vegas is actively seeking a Customer Service / Inside Sales Representative (CSR) to join us full ...
Las Vegas $65,000 - $120,000 (USD) per year1 day ago
-
Benefits: · 401(k) · 401(k) matching · Bonus based on performance · Company parties · Health insurance · Opportunity for advancement · Training & development · Our tight-knit team in Las Vegas is actively seeking a · Customer Service / Inside Sales Representative (CSR) · to join ...
Las Vegas, NV $65,000 - $120,000 (USD) per year14 hours ago
-
GENERAL SUMMARY · Responsible for supporting the branch sales goals while overseeing all aspects of customer service levels and branch operational integrity. Responsible for personnel administration, staff development as well as the service driven sales culture of branch banking ...
Las Vegas, NV, USA $65,000 - $120,000 (USD) per year6 days ago
-
· Benefits:401(k) · 401(k) matching · Bonus based on performance · Company parties · Health insurance · Opportunity for advancement · Training & development · Our tight-knit team in Las Vegas is actively seeking a Customer Service / Inside Sales Representative (CSR) to join us f ...
Las Vegas, NV $65,000 - $120,000 (USD) per year12 hours ago
-
++Un entorno casual donde puedes trabajar con jeans. · ,+Tu habilidad excepcional para brindar servicios al cliente. · ,++<liOfClass= ...
Las Vegas, NV3 weeks ago
-
We're building a world of health around every individual — shaping a more connected, convenient and compassionate health experience.At CVS Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, · hold ourselves accountable and prioritize saf ...
Las Vegas, NV3 weeks ago
-
Deliver friendly customer service and help customers shop our store. · ...
Las Vegas, NV1 month ago
-
We are the nation's leading parking management expert because we recognize that people are what makes our company successful. We treat our clients, partners, guests and team members with utmost respect and courtesy. Our strong culture is heavily influenced by a shared vision, sty ...
Las Vegas, NV1 month ago
-
Benefits: · 401(k) · 401(k) matching · Bonus based on performance · Company parties · Health insurance · Opportunity for advancement · Training & development · Our tight-knit team in Las Vegas is actively seeking a Customer Service / Inside Sales Representative (CSR) to join us f ...
Las Vegas $65,000 - $120,000 (USD) per year1 day ago
-
+Job summary · Direct and escort guests from elevators to various locations around the facility. · +ResponsibilitiesOperate parking equipment such as gates, ticket dispensers, and payment machines. · Comply with company policies and procedures, including loss prevention measures. ...
Las Vegas1 month ago
-
We're building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. · At CVS Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, · hold ourselves accountable and prioritize ...
Las Vegas $15 - $19 (USD)3 weeks ago
-
Deliver friendly customer service help customers shop our store and find what theyre looking for ensure all customers receive a fast and friendly checkout experience. · ...
Las Vegas $12 - $14.10 (USD)1 month ago
-
Entity: CSL Plasma · Job Category: Plasma Operations · Job Family: Plasma Center Operations · Job Type: Part Time · Location: Las Vegas, Nevada, United States · Employer Reference: R-273458 · Job Description · Responsibilities: · Responsible for preparing the donor, donor area ...
Las Vegas, NV $65,000 - $120,000 (USD) per year1 week ago
-
We strive to provide a caring culture that supports your aspirations and success. We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. · ...
Las Vegas $28.85 - $32.50 (USD) Full time1 month ago
-
We're looking for a service-driven and solutions-oriented Customer Service & Client Success Associate to help our clients. · ...
Las Vegas OTHER2 months ago
-
We're building a world of health around every individual — shaping a more connected, convenient and compassionate health experience at CVS Health. · Retail Store Associates play a meaningful role within the CVS Health family. At CVS Health, we're shaping the future of healthcare ...
Las Vegas $15 - $19 (USD) Part time3 weeks ago
-
We are hiring customer service representatives to work in our self-storage facilities. · Assess customer storage needs and make suggestions. · Sell packing and moving supplies. · Daily storage unit inspections to confirm inventory and availability. · ...
Las Vegas2 weeks ago
-
We are Hiring Now. Our Benefits Total Rewards package available to our team:We work Flexible and Full-Time Schedules between the hours of 9:30am and 6pm (weekends 'til 5pm) · Employees become eligible for Full-time Benefits by working an average of 20+ hours - Benefits include: · ...
Las Vegas Full time2 weeks ago
-
The job is about preparing donors for the pheresis process and ensuring their safety during it. · Responsible for preparing the donor, donor area and equipment for the pheresis process. · ...
Las Vegas $14 - $16 (USD)1 month ago
-
Director, Customer Service · Magnacare is seeking an Onsite Director of Customer Service in Las Vegas to lead the strategic direction and day-to-day management of a multi-channel customer service organization. · Plan and oversee contact center operations, establish policies and p ...
Las Vegas $120,000 - $220,000 (USD) per year Part time4 days ago
Director, Customer Service - Las Vegas - MagnaCare
Description
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
Essential Qualifications
Key Competencies
-
Customer Service
Only for registered members Las Vegas, NV
-
Customer Service
Only for registered members Las Vegas
-
Customer Service
Only for registered members Las Vegas, NV
-
Customer Service
Only for registered members Las Vegas, NV, USA
-
Customer Service
Only for registered members Las Vegas, NV
-
Customer Service
Only for registered members Las Vegas, NV
-
Customer service
Only for registered members Las Vegas, NV
-
customer service
Only for registered members Las Vegas, NV
-
CUSTOMER SERVICE
Only for registered members Las Vegas, NV
-
Customer Service
Only for registered members Las Vegas
-
CUSTOMER SERVICE
Only for registered members Las Vegas
-
Customer service
Only for registered members Las Vegas
-
customer service
Only for registered members Las Vegas
-
Customer Service
Only for registered members Las Vegas, NV
-
Customer Service
Full time Only for registered members Las Vegas
-
Customer Service
OTHER Only for registered members Las Vegas
-
Customer service
Part time Only for registered members Las Vegas
-
Customer Service
Only for registered members Las Vegas
-
Customer Service
Full time Only for registered members Las Vegas
-
Customer Service
Only for registered members Las Vegas
-
Director, Customer Service
Part time MagnaCare- Las Vegas