Associate Director, Customer Support (Operations Center)
Core
Lead workforce management and operational excellence for an inbound contact center serving Gemini's Credit Card and Exchange teams.
Role type
Senior management IC (Workforce Management & Operations)
Builds
Inbound contact center operations for crypto/financial services
Domain
Financial services / Crypto / Contact Center Operations
Deliverable
Dashboards & analysis | Infrastructure
Required skills
Workforce management, forecasting, scheduling, headcount planning, performance management, change management, data analytics, budget management, process improvement
Preferred skills
Banking/financial industry experience, fintech experience, regulated industry experience
Technologies
Google Sheets, Google Docs, Google Slides
Responsibilities
Lead workforce management activities including scheduling and forecasting; Lead local shift managers and partner with global operations; Coach and develop leaders and team members; Translate strategy into actionable operational plans; Identify operational inefficiencies and drive continuous improvement; Manage site budgets and operating expenses
Seniority
Senior, hands-on management
