Hiring: Associate Director, Customer Support (Operations Center) Company: Gemini Location: Tempe, AZ Job Posted Time: 2026-09-17 11:08:37 Target Skills & Keywords : Change Management, Web3 About the job Experience: •12 years of experience in a contact center, contact centers or financial services environment. •5 years of contact center workforce management experience. •15+ years of experience in the banking or financial industry. •10+ years of client service experience. •Minimum 12 years of experience in a contact center, contact centers or financial services environment. Required Skills: •Associate Director, Customer Support (Operations Center) •As an Associate Director of the regional team, your role will be a combination of “getting your hands dirty” and management responsibilities within an inbound contact center. You will be expected to lead the workforce management function, collaborate with the Operations team with forecasting and building team rapport. •This role is required to be in person 5 days per week at our Tempe, AZ office. •Lead workforce management activities, including scheduling, forecasting, headcount planning, and timecard management to ensure optimal staffing and service levels. •Lead local shift managers while partnering with global operations leaders to drive alignment and operational excellence across regions. •Build and sustain a high-performance, customer-centric culture rooted in accountability, continuous improvement, and operational excellence. •Coach, develop, and empower leaders and team members through performance management, targeted training, feedback, and recognition to achieve individual and team goals. •Translate organizational strategy into actionable operational plans, measurable outcomes, and scalable solutions that support business growth. Qualifications: •Bachelor’s degree or equivalent practical experience. •Minimum of 5 years of contact center workforce management experience. •Proficiency in Google applications (Sheets, Docs, Slides). •Proven success scaling operations during periods of rapid organizational growth. •In-depth knowledge of Workforce Management principles, forecasting, scheduling, and capacity planning. •Demonstrated capacity to thrive in a dynamic, high-growth environment with evolving priorities. •Strong communication skills and a dependable team-player attitude. •Demonstrated capacity to adapt quickly to new information and changing environments. •Passion for delivering excellent client service with integrity and a proactive approach. •Associate Degree or higher. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!