Contact Center Director directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Contact Center Director establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Additionally, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Description :
a)Explain and recommend products and services
b)Provide general account information
c)Provide information on new and on-going promotions
a)Record research requests and deliver to appropriate personnel
b)Explain the procedure to initiate payroll requests, and ensure all forms are mailed to appropriate destination
c)Assess field of membership qualifications and provide accurate information
a)Possess strong knowledge of PAM (the audio response system), and assist members with the usage
b)Possess strong knowledge of Internet Branch and assist members with the registration and usage
c)Facilitate wire transfer requests
d)Process check orders
e)Provide loan payoff information
f)Set-up payroll allocations per member requests
g)Provide rate information on deposits and loans
Process Financial Transactions
a)Post loan payments
b)Process phone transfer requests between share accounts, loan accounts and cross-member accounts
c)Process check withdrawals
d)Process loan advance requests
Examples of Calls, wide variety includes but not limited to :
oReferring different products, CDs, credit cards, banking accounts
oWalking a member how to use online applications and online registration
oDealing with fraud accounts and cases
oGeneral Questions
oBoth new and returning customers
About TEKsystems :
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity.
We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.
As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.
That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Last updated : 2024-05-31
0 Contact Center Director jobs found in Elgin, IL area