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Gemini · 2 months ago

Associate Director, Customer Support (Operations Center)

Tempe, Arizona

Full-time

Onsite

Lead/Staff, Director/Executive

12+ years exp

Gemini is a global crypto and Web3 platform founded by Cameron and Tyler Winklevoss in 2014, offering a wide range of crypto products and services. The Associate Director of Customer Support (Operations Center) will manage a regional team, focusing on workforce management, operational efficiency, and team development within an inbound contact center.

CryptocurrencyFinanceFinancial ServicesFinTechWeb3

Responsibilities

Workforce management including: time cards, scheduling, and headcount management

Recommend appropriate solutions based to scale the team responsibilities

Lead local shift managers and coordinate with global team leaders

Identify and improve operational inefficiencies

Collaborate with the global operations teams, legal, office management, and security to ensure compliance with company and local policies

Manage multiple tasks and navigate various systems during client interactions

Coach and develop team members through targeted training, feedback, and performance reviews

Design and manage schedules to ensure seamless coverage and service continuity

Foster a positive, accountable, and growth-oriented team culture

Develop and empower supervisors and team members to achieve performance targets through coaching, training, and recognition

Foster a proactive, high-performance team culture focused on continuous improvement and customer satisfaction

Translate strategic direction and goals from the director into actionable plans for the Operations team

Qualification

Workforce managementContact center experienceGoogle applicationsKey metrics reportingClient service passionCommunication skillsTeam-player attitudeAdaptability