Contact Center Director jobs in Evansville, IN

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)

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Contact center manager
  • Demo - Maximus
  • Evansville, IN FULL_TIME
  • CCRegionalManager

    Job Summary

    The selected candidate will be a key resource in the successful implementation and execution of a large government contract.

    This person will work closely with Operations, Support Services, Reporting & Analytics, and IT to ensure the KPIs and SLAs are met and exceeded and will be involved in continuous improvement efforts.

    This management position is responsible for overseeing a diverse operation including activities related to Contact Center Operations, Document Processing Operations, and Premium Processing.

    The Regional Call Center Manager provides direct supervision to the call center, document processing and premium processing staff, including complaints and appeals.

    The person in this role will also be responsible for the operations of a small mailroom.

    Education and Experience Requirements

    Essential Duties and Responsibilities :

    • Oversee the daily operations of a contact center team to ensure performance metrics are met.
    • Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
    • Provide assistance and updates to staff regarding these policies and procedures.
    • Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
    • Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
    • Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports.
    • Provide the Sr. Manager and Director with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
    • Monitor contact center compliance with ISO standards.
    • Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center.
    • Monitor and evaluate performance, writes performance appraisals and provides corrective actions as needed.
    • Responsible for identifying and resolving issues, problems, and concerns with employees.
    • Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
    • Provide direction to staff when complaints are escalated to management level.
    • Perform other duties as may be assigned.

    Minimum Requirements :

    • Manage, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
    • In some instances this manager may be responsible for a functional area and not have any subordinate employees.
    • Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
    • Follow processes and operational policies in selecting methods and techniques for obtaining solutions.
    • Act as advisor to subordinate(s) to meet schedules and / or resolve problems.
    • Develop and administer schedules, performance requirements; may have budget responsibilities.
    • Frequent interaction with subordinate employees, customers, and / or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
    • Often must lead a cooperative effort among members of a project team.
    • Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals.
    • Provide guidance to subordinates within the latitude of established company policies.
    • Recommend changes to policies and establish procedures that affect immediate organization(s).

    MAXIMUS Introduction

    Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.

    Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.

    With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom.

    For more information, visit https : / / www.maximus.com.

    The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

    EEO Statement : Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.

    We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.

    We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.

    A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action / Equal Opportunity Employer.

    Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

    Last updated : 2024-03-23

  • 3 Days Ago

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Children's Center Director
  • Methodist Temple Children's Center
  • Evansville, IN FULL_TIME
  • Principle Function: The mission of the United Methodist Church is to make disciples of Jesus Christ for the transformation of the world. Methodist Temple strives to be a safe, non-judgmental community...
  • 1 Month Ago

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Director of Cancer Center
  • Owensboro
  • Owensboro, KY FULL_TIME
  • Summary Job Summary Directs the Cancer Center departmental activities and resources to ensure alignment with the organization's mission, strategic imperatives, core commitments, and goals. Directs Can...
  • 8 Days Ago

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Director of Finance| RiverPark Center
  • Oak View Group
  • Owensboro, KY OTHER
  • Overview The Director of Finance plans and directs all aspects of financial, accounting, purchasing, and internal control functions for the venue by performing the following duties, personally or thro...
  • 15 Days Ago

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DIRECTOR-HR SERVICE CENTER
  • Southern Illinois Health
  • Carbondale, IL FULL_TIME
  • Overview Your Career. Our Company. Together, We Grow. At Southern Illinois Healthcare (SIH), we realize that in order to provide our surrounding communities with excellent care, we must begin by provi...
  • 18 Days Ago

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DIRECTOR-HR SERVICE CENTER
  • Southern Illinois Healthcare
  • Carbondale, IL FULL_TIME
  • Requisition ID2024-14390Job LocationsUS-IL-CarbondaleCategoryManagement & ProfessionalPosition Type Full TimeShiftDayWeekend RequirementWeekends as requiredDepartmentHuman ResourcesOverview Your Caree...
  • 18 Days Ago

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0 Contact Center Director jobs found in Evansville, IN area

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Travel Registered Nurse RN Operating Room OR
  • OneStaff Medical
  • Evansville, IN
  • We. Are. OneStaff. Medical. An independently-owned, nationally-recognized and amazingly awesome staffing firm ready to w...
  • 3/29/2024 12:00:00 AM

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Director of Engineering - Own your own Franchise
  • Williamsonheckt
  • Evansville, IN
  • Do you want to own your own business? You are not alone, approximately 85% of the new franchise owners were professional...
  • 3/29/2024 12:00:00 AM

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Travel Registered Nurse RN Operating Room OR
  • Onestaff Medical
  • Evansville, IN
  • We. Are. OneStaff. Medical. An independently - owned, nationally - recognized and amazingly awesome staffing firm ready ...
  • 3/29/2024 12:00:00 AM

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Cook - Retention Bonus offered
  • Asccare
  • Evansville, IN
  • ** Cook - Retention Bonus offered** **Job Category****:** Food & Nutrition Services **Requisition Number****:** COOKR029...
  • 3/29/2024 12:00:00 AM

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General Manager | RiverPark Center
  • AEG
  • Owensboro, KY
  • In order to be considered for this role, after clicking "apply now" above and being redirected, you must fully complete ...
  • 3/27/2024 12:00:00 AM

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Employment Specialist/Job Coach
  • Evansville Goodwill
  • Evansville, IN
  • More than a job, a mission! Make a difference when you provide job training and guidance to community members to change ...
  • 3/26/2024 12:00:00 AM

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Psychiatrist - Outpatient
  • LifeStance Health
  • Evansville, IN
  • At LifeStance Health, we believe in a truly healthy society where mental and physical healthcare are unified to make liv...
  • 3/26/2024 12:00:00 AM

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Hospice - Patient Advocate (Account Executive)
  • Intrepid USA
  • Evansville, IN
  • Intrepid USA - Our vision makes a difference: We are a top 10 national home healthcare company with an overall 50 year h...
  • 2/28/2024 12:00:00 AM

Evansville is a city and the county seat of Vanderburgh County, Indiana, United States. The population was 117,429 at the 2010 census, making it the state's third-most populous city after Indianapolis and Fort Wayne, the largest city in Southern Indiana, and the 232nd-most populous city in the United States. It is the commercial, medical, and cultural hub of Southwestern Indiana and the Illinois-Indiana-Kentucky tri-state area, home to over 911,000 people. The 38th parallel crosses the north side of the city and is marked on Interstate 69. Situated on an oxbow in the Ohio River, the city is of...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Director jobs
$163,784 to $244,151
Evansville, Indiana area prices
were up 1.3% from a year ago

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