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)
Would you enjoy working as part of a committed team which helps people solve problems? Is your goal to provide a high degree of customer satisfaction and be rewarded for your efforts? Then this might be the perfect role for you!
Due to several internal promotions, we are in need of an additional Contact Center team member!
This position is primarily a phone/chat/web-based position located within our Main location's Contact Center at 46th & R. Our reps solve multi-faceted needs in a respectful, efficient manner from beginning to end. This is a great opportunity to be a problem solver! You will learn deposits, loans, plastic cards, and everything you need to know to provide excellent member service!
Along with demonstrated customer service skills, you must be able to proactively solve problems and be highly efficient at multi-tasking in a contact center environment. Previous financial institution experience is helpful, however, training is available for a quick learner. This is NOT a "scripted role" so the perfect applicant will be able to be flexible and provide all services in a professional manner.
Qualifications
Minimum of 6 months experience in Banking/Financial Services required, Contact Center, Web sales, Chat experience preferred.
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