Customer Service Director

We are seeking an experienced, data-driven Director of Customer Service to lead our clients multi-channel customer support operations. This executive-level role oversees daily contact center performance, workforce management, quality assurance, and strategic technology initiatives - including AI automation and CRM optimization. You will manage a team of supervisors and support specialists while owning the department’s P&L, service level agreements (SLAs), and customer satisfaction metrics to drive retention and operational excellence.

salary: $120,000 - $135,000 per year shift: First work hours: 8 AM - 4 PM education: High School

Responsibilities

• Operational Oversight: Direct daily operations across all customer support channels (voice, email, live chat, and social media) to ensure consistent, high-quality service delivery.
• Strategy & Scaling: Design and execute long-term customer service strategies that align with company growth, retention goals, and evolving customer expectations.
• P&L and Budget Management: Own the departmental operating budget, forecasting staffing costs, vendor contracts, and resource allocation to optimize cost-per-contact without sacrificing quality.
• Cross-Functional Alignment: Partner with Product, Sales, Marketing, and IT leadership to address systemic customer pain points and surface customer insights that inform business decisions.

Team Management & Coaching

• Leadership Development: Recruit, mentor, and manage Call Center Managers, Team Leads, Quality Assurance specialists, and Workforce Management (WFM) analysts.
• Training & Onboarding: Oversee the creation of scalable onboarding programs, continuous coaching frameworks, and updated knowledge bases/scripts to improve agent ramp time and morale.
• Escalation Management: Serve as the final point of escalation for complex or high-stakes customer issues, establishing clear resolution protocols.

Skills

• Active Listening
• Follow-up
• Empathy
• Interpersonal Sensitivity
• Adapting to Change
• Basic Software Skills
• Typing Skills
• CRM
• Documentation of Operations
• Customer Service
• Client Service
• Telephone Etiquette
• Customer Relationship Management
• CUSTOMER ORDERS/SALES

Qualifications

• Years of experience: 5 years
• Experience level: Director

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Any consideration of a background check would be an individualized assessment based on the applicant or employee's specific record and the duties and requirements of the specific job.