Director of Service Center

PAY RANGE:$63,746 - $85,000 / AnnuallyPOSITION SUMMARY:This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. This position will lead the strategic and day-to-day operations of our inbound and outbound contact center, ensuring service excellence, team well-being, and alignment with the organization’s mission. This role is critical in maintaining high-quality service delivery, optimizing performance, and fostering a supportive and purpose-driven team culture.ESSENTIAL FUNCTIONS/JOB DUTIES: Leadership & StrategyDevelop and execute strategic plans for the service center in alignment with organizational goals and community needsOversee multi-branch service operations and maintain consistent performance standardsLead and mentor a team of staff, promoting a value-driven, inclusive cultureProvide guidance during crises or high-demand periods, ensuring resilience and adaptability in operationsForecast seasonal demand and proactively implement strategies for operational needs Provides training, assistance, and guidance to supervised staffConducts ongoing, systematic observations, evaluations, and coaching of staffCollaborate with departments and branches to improve communication and service efficiencyOperational OversightOversee daily operations to ensure service levels, response times, and quality metrics are consistently met or exceededMonitor service volume trends and staffing needs; manage workforce planning, scheduling, and resource allocationManage service escalations with empathy and professionalism, resolving conflicts effectively through phone and email communicationUtilize and optimize technologies (e.g., telephony, CRM systems, analytics tools) to improve service delivery. Implement AI tools to enhance the customer and staff experience when using the service centerQuality & ComplianceEstablish and uphold service standards, scripts, and quality assurance protocols aligned with regulatory and ethical standardsEnsure compliance with privacy laws, safeguarding policies, and organizational guidelinesHandle escalated services or complaints with professionalism, empathy, and effectiveness Maintain ongoing cybersecurity and IT training to strengthen team capabilities, compliance, and security awarenessPeople & CultureFoster a culture of care, inclusion, and continuous learning across the team.Develop training programs and career pathways for service center staff.Coordinate site visits with departments to enhance understanding of programs and cultureSupport staff wellbeing through mental health initiatives and regular engagement activities.Reporting & ImprovementAnalyze performance metrics and prepare regular reports for senior leadership.Identify trends, challenges, and opportunities to drive continuous improvement.Lead initiatives to improve service accessibility and equity for all clients.Develop and monitor live data dashboards to track daily operations and performance Evaluate data reports and implement automated workflows to streamline processes and improve department efficiency  QUALIFICATIONS:Skills & Knowledge:Bachelor's degree in Business, Management or related field required.YMCA Team Leader certification preferred.Minimum two years related experience (e.g., supervisor or customer service) required.Minimum age of 18.Reliable transportation to and from assigned location required.Child Abuse Prevention training required within 30 days of hire.Able to be CPR, First Aid, and AED certified.Fulfillment of state-specific hiring standards and completion of YMCA program-specific training.Ability to relate effectively to diverse groups of people from all social and economic segments of the community.Commitment to inclusion and compliance with the Americans with Disabilities Act (ADA)WHY THE Y?:Free Y membership with employment Referral bonuses - Y employees can earn cash or Y credit bonuses for referring a new hire*Up to 60% discounts for yourself, family, and even your siblings on Y programs, camps, preschool, childcare, and more.A values-led, supportive work environment where your leadership helps change lives.Flexible working arrangements and an inclusive culture that embraces diversity.Ongoing professional development and training opportunities.Health insurance, dental insurance, scholarship, retirements, and transportation supportChild Protection CommitmentThe YMCA requires all staff to share responsibility for preventing child abuse by upholding professional boundaries, completing mandatory Praesidium training, and reporting concerns. All candidates must successfully complete a comprehensive background screening, including criminal and sex offender checks.*See job opportunities page for full detail.