Assistant Director of Customer Service Experiences

Job Description

Job Description

Summary

Child Care Aware® of Missouri (CCAMO) is seeking a results-driven, customer service-oriented Assistant Director to oversee daily call center operations and provide operational leadership for a small, offsite call center team. The ideal candidate will have a strong background in managing teams, optimizing call center performance, and ensuring exceptional customer experience. This role requires excellent leadership and problem-solving skills, with the ability to drive continuous improvement while fostering a positive, productive work environment. The Assistant Director will be responsible for staff scheduling, training, and quality assurance to ensure smooth operations and high-quality customer interactions. Candidates drawn to this position will be detail-oriented, customer service-minded, and thrive in a fast-paced environment. Successful applicants will have an outgoing personality, enjoy data entry and analysis, excel at processing data, and demonstrate a passion for leading and developing a team.

The Assistant Director of Customer Service Operations is a new position funded by a state contract through the Department of Elementary and Secondary Education, Office of Childhood. Funding is provided through June 30, 2026, and may be renewed each year thereafter through June 30, 2030.

Duties

The Assistant Director of Customer Service Operations plays a critical role in supporting the overall management and strategic direction of call center operations. This position works with the Director of Resource and Referral to ensure efficiency, quality customer service, and high team productivity. This role requires strong leadership skills, the ability to optimize call center performance, and a deep understanding of customer service operations and delivery. The Assistant Director helps set high performance standards, ensures operational alignment with company objectives, and drives initiatives that improve efficiency, customer satisfaction, and overall call center success. This position reports to the Director of Resource and Referral.

Duties and Responsibilities :

Work with all CCAMO Chiefs and Directors of the Resource and Referral department to :

• Develop and implement quality control measures for the call center’s daily activities.
• Establish and achieve performance goals for productivity, accuracy, efficiency, and customer satisfaction.
• Monitor continuous call center improvements and review trends for phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made.
• Maintain Customer Support Specialist (CSS) performance standards and quality control measures.
• Manage scheduling and call center operations using call center software and continuously monitor call center dashboards to assign calls and agents as needed while maintaining call center flow.
• Be proficient in using a variety of call center systems such as Genesys or similar platforms).
• Possess a working understanding of state resources that families and stakeholders may need access to, such as the Child Care Data System (CCDS) for child care subsidy, TANF, WIC, and SNAP.
• Understand the child care referral service and ensure intake requests are captured accurately and forwarded to appropriate CSRs and / or regional partners for more in-depth assistance.
• Monitor inbound calls for quality assurance and prompt resolution of problems to avoid interruption in services.
• Answer inbound calls as necessary, utilizing a full understanding of all services provided through the call center.
• Identify customer pain points, understand the issues and challenges faced by callers, and ensure they are addressed proactively and / or raised to management.
• Provide daily coordination and supervision of outsourced CSSs.
• Evaluate call center staff performance using identified key metrics such as accuracy, call-hold time, breaks, customer satisfaction data, and / or other prescribed metrics identified by the funder.
• Ensure CSSs achieve desired service levels and receive constructive feedback to enhance their skills.
• Use quality performance measurements to provide coaching and feedback to CSSs on a regular basis.
• Interact with customers and CSSs in a professional and courteous manner.
• Assist in preparing progress and status reports, and employee performance evaluations as prescribed by the funder.
• Support additional call center projects as needed.
• Engage in CCAMO’s fundraising and friend-raising activities.
• Promote the Mission, Vision, Beliefs, and Values of CCAMO.
• Engage in other duties, as assigned.

Requirements

Benefits

Company contribution to 401k vested 100% at time of hire. Company paid medical, dental, vision, long-term disability, and life insurance with a small employee copay. Accrual of two weeks’ vacation and sick time during the first year. Flexible schedule. Parental Leave. Paid Holidays (Company paid benefits add approximately $25,000 in value to the total compensation package.)