Director, Contact Center

CoinFlip



CoinFlip is a leading fintech company powered by cryptocurrency. Believing everyone deserves to participate in the new digital economy, the company operates one of the worldโ€™s largest networks of cryptocurrency ATMs โ€” with over 4,000 active kiosks โ€” as well as an over-the-counter trading desk. In 2022, CoinFlip became an international company by expanding into Canada, and launched CoinFlip Ventures, a new initiative designed to support start-up companies.

CoinFlip placed No. 60 on the 2021 Inc. 5000 list of the nationโ€™s fastest-growing private companies. CoinFlip was also named the 2021 and 2022 #1 fastest-growing company in Chicago by Crainโ€™s Business.

As our growth trajectory continues, weโ€™re looking to quickly expand all of our teams. Itโ€™s an exciting time to join CoinFlip as weโ€™re pursuing additional business lines and continued international expansion to further cement us as a leading financial technology company.


The Director, Contact Center will report to the VP of Customer Experience, and will be responsible for the strategic planning and managing of CoinFlipโ€™s contact center operations. The core duty will be leading the people and processes contributing to delivering the best support
experience when using CoinFlip products and services. Key areas of focus will include workforce management, ensuring high-quality interactions, and exceeding target NPS / CSAT levels.

Responsibilities:

  • Direct the day to day operations of the call center, ensuring service and quality metrics are met or exceeded
  • Provide dynamic leadership that mentors, develops, and guides managers, supervisors and agents to meet SLAโ€™s and KPIโ€™s, and to efficiently lead a team of 100+ customer support representatives
  • Lead workforce management efforts to effectively build out agent staffing schedules
  • Ensure call volume forecasts and planning requirements are built to manage peak volume periods to ensure delivery of KPIs.
  • Identify talent and adjust team staffing levels as needed, recruiting as interaction levels increase
  • Analyzes contact center metrics and KPIโ€™s and recommends strategies to improve service levels
  • Develops, oversees and promotes effective internal Quality Assurance (QA) program fostering continuous improvement of the team
  • Ensures all SOPs and regulatory requirements are followed
  • Works with the VP of Customer Experience to develop/maintain department performance goals and objectives, which are cascaded down to individual agents
  • Proactively advises senior management on contact center performance, recommendations for improvements, and analysis of interaction statistics
  • Partners with other departments to ensure the support efforts are aligned with our products and services, and meeting our regulatory obligations
  • Qualifications:

  • 5+ years of of Call Center/Contact Center management experience
  • Minimum two years experience leading large teams (100+) with performance management authority for all staff including supervisors/managers
  • In-depth knowledge of contact center technologies
  • Demonstrated experience with metrics and analysis including workforce planning, productivity, SLAs and KPIs required.
  • Passionate about delivering an excellent customer experience
  • Strong attention to detail, with a willingness to dive deep into data to inform design decisions
  • Excellent written and verbal communication skills, including experience meeting with and communicating information to senior management
  • Flexible and adaptable to meeting the needs of a high-growth and fast-paced organization
  • Nice to Have:

  • Experience in the crypto (not required), tech or financial services sectors
  • Experience working for a rapidly growing startup, and managing change
  • Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical โ€œstartupโ€ โ€” we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

    CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted.

    By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and weโ€™ll work with you to meet your needs.


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