Crossroads YMCA
1 week ago Be among the first 25 applicants
Get AI-powered advice on this job and more exclusive features.
Build the Team That Builds Belonging — Drive the Contact Center Mission at the Y!
POSITION SUMMARY:
The Contact Center Director is responsible for the strategic leadership and operational oversight of the YMCA's centralized contact center. This role ensures an exceptional experience for all members and prospective members through outstanding service delivery, staff development, process optimization, and performance management.
Essential Functions
Model and communicate the mission, vision, and values of the Crossroads YMCA, fostering a members first culture grounded in empathy, active listening, and problem-solving. Oversee all aspects of the Contact Center, including staffing, training, operations, and technology. Lead, mentor, and develop a team of Contact Center Leads and Agents to ensure a high-performing, member-focused staff. Drive and monitor performance by setting, tracking, and exceeding KPIs, call metrics, and member satisfaction goals. Develop and implement strategies to increase member engagement, program awareness, and retention through proactive inbound and outbound communications and follow-up efforts. Collaborate with YMCA branches and departments to align service standards, messaging, and processes. Analyze data, member feedback, and trends to identify opportunities for operational improvements and recommend solutions to senior leadership. Ensure compliance with YMCA policies, including membership services, while upholding core values in all interactions and initiatives. Design and deliver customer service training programs, including secret shopper initiatives, call monitoring, and member satisfaction surveys, to promote continuous quality improvement. Serve as a subject matter expert in all systems to ensure efficient and accurate handling of member accounts, program registration, and other services. Coach and mentor staff to improve skills in sales presentations, closing techniques, and high-quality phone and in-person service delivery. Be knowledgeable and supportive of the YMCA annual support campaign. Support other duties as assigned to meet the needs of the association.
Qualifications
Associate’s degree r equivalent required; bachelor’s degree or higher preferred. Minimum 3 years job related experience is required in customer service leadership, preferably in a call center or member services environment. Must have prior experience in people management in a supervisory role. Proven ability to manage teams, develop talent, and drive results. Strong analytical, organizational, and communication skills. Passion for the YMCA mission and commitment to community impact. Excellent interpersonal, communication, and problem-solving skills. Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community. Adept computer skills with CRM experience. Desire and ability to work with people of all ages and backgrounds. Complete ongoing yearly compliance training.
YMCA COMPETENCIES (Team Leader)
The National YMCA Mission:
“To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.”
Caring : Fosters a supportive and inclusive team environment. Encourages collaboration and staff well-being.
Honesty : Builds trust by being transparent in decision-making and feedback. Encourages open dialogue.
Respect : Creates a respectful team culture. Resolves conflict with fairness and professionalism
Responsibility : Holds self and team accountable for goals. Provides feedback and supports growth.
Work Environment & Physical Demands
Visual, auditory, and verbal ability to communicate effectively. Must have high level of alertness, concentration, and initiative. Ability to lift 20 lbs. and stand, walk, or sit for extended periods of time; occasionally stoop/bend. Sedentary work environment with extended periods of computer use, requiring strong attention to detail and focus. Occasional movement and breaks from the desk may be necessary to promote ergonomic health. Maintain a neat and professional appearance at all times.
Seniority level
Seniority level Director Employment type
Employment type Full-time Job function
Job function Other Industries Non-profit Organizations Referrals increase your chances of interviewing at Crossroads YMCA by 2x Regional Director of Customer Experience
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
POSITION SUMMARY:
The Contact Center Director is responsible for the strategic leadership and operational oversight of the YMCA's centralized contact center. This role ensures an exceptional experience for all members and prospective members through outstanding service delivery, staff development, process optimization, and performance management.
Essential Functions
Model and communicate the mission, vision, and values of the Crossroads YMCA, fostering a members first culture grounded in empathy, active listening, and problem-solving. Oversee all aspects of the Contact Center, including staffing, training, operations, and technology. Lead, mentor, and develop a team of Contact Center Leads and Agents to ensure a high-performing, member-focused staff. Drive and monitor performance by setting, tracking, and exceeding KPIs, call metrics, and member satisfaction goals. Develop and implement strategies to increase member engagement, program awareness, and retention through proactive inbound and outbound communications and follow-up efforts. Collaborate with YMCA branches and departments to align service standards, messaging, and processes. Analyze data, member feedback, and trends to identify opportunities for operational improvements and recommend solutions to senior leadership. Ensure compliance with YMCA policies, including membership services, while upholding core values in all interactions and initiatives. Design and deliver customer service training programs, including secret shopper initiatives, call monitoring, and member satisfaction surveys, to promote continuous quality improvement. Serve as a subject matter expert in all systems to ensure efficient and accurate handling of member accounts, program registration, and other services. Coach and mentor staff to improve skills in sales presentations, closing techniques, and high-quality phone and in-person service delivery. Be knowledgeable and supportive of the YMCA annual support campaign. Support other duties as assigned to meet the needs of the association.
Qualifications
Associate’s degree r equivalent required; bachelor’s degree or higher preferred. Minimum 3 years job related experience is required in customer service leadership, preferably in a call center or member services environment. Must have prior experience in people management in a supervisory role. Proven ability to manage teams, develop talent, and drive results. Strong analytical, organizational, and communication skills. Passion for the YMCA mission and commitment to community impact. Excellent interpersonal, communication, and problem-solving skills. Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community. Adept computer skills with CRM experience. Desire and ability to work with people of all ages and backgrounds. Complete ongoing yearly compliance training.
YMCA COMPETENCIES (Team Leader)
The National YMCA Mission:
“To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.”
Caring : Fosters a supportive and inclusive team environment. Encourages collaboration and staff well-being.
Honesty : Builds trust by being transparent in decision-making and feedback. Encourages open dialogue.
Respect : Creates a respectful team culture. Resolves conflict with fairness and professionalism
Responsibility : Holds self and team accountable for goals. Provides feedback and supports growth.
Work Environment & Physical Demands
Visual, auditory, and verbal ability to communicate effectively. Must have high level of alertness, concentration, and initiative. Ability to lift 20 lbs. and stand, walk, or sit for extended periods of time; occasionally stoop/bend. Sedentary work environment with extended periods of computer use, requiring strong attention to detail and focus. Occasional movement and breaks from the desk may be necessary to promote ergonomic health. Maintain a neat and professional appearance at all times.
Seniority level
Seniority level Director Employment type
Employment type Full-time Job function
Job function Other Industries Non-profit Organizations Referrals increase your chances of interviewing at Crossroads YMCA by 2x Regional Director of Customer Experience
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr