Contact Center Director jobs in Long Beach, CA

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 Operations Coordinator - Part-Time
  • Main Salvation Army
  • Carson, CA PART_TIME
  • PAY RATE:  $18.00 / HR

    ABOUT THE ARC

    The Salvation Army (TSA) Adult Rehabilitation Center (ARC) is a no-fee program to assist men and women in their journey to seek assistance for substance abuse and complete our rehabilitation program. We value the contributions our employees make toward the maintenance and effectiveness of the program.  ARC seeks to add another valued employee to join our team!

    ABOUT THE POSITION AND IDEAL CANDIDATE

    We are seeking a candidate that will join our team as the Contact Center Operations Coordinator to assist our contact center located in Carson, CA., with internal campaigns using various software, coordinate projects, highly organized and who loves to work in a fast-paced environment; all while supporting the ARC program.  If after reading the position details below, you find yourself interested and believe you are qualified and ready to join us, please submit your application and resume.  This position is part-time at 29 hours per week and pays $18.00/hour. 

    ESSENTIAL JOB DUTIES:

    1. Responsible for maintenance, updating, and utilization of Contact Center software Genesys, Interaction Sync, Microsoft Dynamics interface, and others.
    2. Duties include campaign setup, tracking, measurement, and reporting; including, but not limited to, call routing, Queue development, scripting integration, canned response maintenance, and workflow for multiple Campaigns.
    3. Maintain high Contact Center availability by analyzing and troubleshooting operations. Required to work with vendors to ensure software updates, proper reporting of system failures and follow up to correction.
    4. Coordinates with ARCC and department supervisors to maintain campaign performance, compliance, and reporting.
    5. Coordinate timely and accurate measurement; analytics and reporting on Contact Center performance; and trends and results by campaign for internal and external customers.
    6. Helps formulate operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; identifying and evaluating technologies; defining user requirements; using Best Practices to establish technical specifications, production, quality, and Supporter-service standards. Developing and providing information and analysis for strategic plans and reviews.  
    7. Complete administrative support duties as required, documentation generation with timely, accurate record maintenance.
    8. Processes requisitions, invoices and monthly statements to ARCC for processing, approval and resolution.
    9. Maintains professional and technical knowledge. Track emerging Contact Center trends for Supporter satisfaction; attend educational workshops; review professional publications; establishing personal networks; benchmarking best practices; and participate in professional communities.
    10. Maintain confidentiality in accordance with established policies.
    11. Other written or verbal duties may be assigned by the Director or designate.

    QUALIFICATIONS: 

    • AA degree or software certification.
    • Advanced Microsoft 365 and analytics skills
    • Minimum three years office experience. Contact Center administration desired.
    • Project Coordination: ability to coordinate and successfully work with multiple projects and organizations.
    • Proficiency with office equipment including computer, tablet, telephony, and other technology as required.
    • Command of Windows, MSWord, Outlook, Excel, Teams, with ability to learn additional software. MS Dynamics, Genesys, and/or Power BI software knowledge highly desirable
    • Able to type 60 WPM.
    • Excellent spelling, communications skills, and understanding.
    • Ability to accurately organize and track multiple tasks to timely competent completion.
    • Professional judgment and integrity in handling confidential material.
    • Knowledge of Salvation Army terminology and procedures preferred.

    PHYSICAL REQUIREMENTS:

    • Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis.
    • Ability to grasp, push, pull objects such as files, file cabinet drawers, and other office equipment.
    • Ability to communicate clearly on the telephone.
    • Ability to lift up to 30 lbs.
    • Ability to perform various repetitive motion tasks.

    Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship will result.

  • 2 Days Ago

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Center Director
  • Tutor Time Learning Centers
  • Torrance, CA FULL_TIME
  • Join a strong community where all we do is care-for the children and families we serve every day, as well as for our dedicated team members. Our people are our best asset. We listen and we know what y...
  • 19 Days Ago

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Center Director - Child Care Center
  • Tutor Time
  • Torrance, CA FULL_TIME
  • Our organization prides itself on excellence, putting the education and development of our children first and foremost. When you consider a career at Learning Care Group, know you will be joining a te...
  • 15 Days Ago

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Center Director - Child Care Center
  • Learning Care Group
  • Torrance, CA FULL_TIME
  • Our organization prides itself on excellence, putting the education and development of our children first and foremost. When you consider a career at Learning Care Group, know you will be joining a te...
  • 18 Days Ago

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Director, Child and Family Center
  • California State University
  • Long Beach, CA FULL_TIME
  • Job no: 536426 Work type: Management (MPP) Location: Long Beach Categories: MPP, Administrative, At-Will, Full Time Job Summary Under the direction of the Department Chair, the Director is responsible...
  • 20 Days Ago

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Physician Center Medical Director
  • Concentra
  • Torrance, CA OTHER
  • Overview Los Angeles, a city full creativity, culture, world-class entertainment, and amazing weather! If you’re at a phase in your life where you’re looking for an exciting place to live and an excit...
  • 21 Days Ago

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0 Contact Center Director jobs found in Long Beach, CA area

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Director, Workforce Partnerships
  • Linked Learning Alliance
  • Los Angeles, CA
  • About the Position The Director of Workforce Partnerships will play a key role in executing the Alliance’s new employer ...
  • 3/29/2024 12:00:00 AM

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Director of Projects
  • Kelly Wearstler
  • Los Angeles, CA
  • Kelly Wearstler is seeking a Director of Projects with experience in private residential projects, luxury hospitality an...
  • 3/29/2024 12:00:00 AM

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Director of Research Development
  • Kalon Executive Search for Health and Wellness
  • Los Angeles, CA
  • Our client, a pioneer in hair wellness is seeking a Director of Research, Development, and Formulation. This company has...
  • 3/29/2024 12:00:00 AM

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Branch Manager
  • Sunbelt Rentals
  • Carson, CA
  • Location: Location: Branch Manager in Carson, CA at Sunbelt Rentals **Location:** **Experience:** Not Specified **Job De...
  • 3/27/2024 12:00:00 AM

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Area Scouts | Sports - Regional Manager | Athlete Evaluator
  • Area Scouts
  • Bellflower, CA
  • Job Description Area Scouts Sports - Regional Manager Athlete Evaluator Sports Currently Covered: Baseball •Basketball •...
  • 3/27/2024 12:00:00 AM

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Director, ServiceNow Application Management (Remote)
  • CrowdStrike Holdings, Inc.
  • #WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. S...
  • 3/27/2024 12:00:00 AM

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Director, Medicare Segment Optimization (REMOTE)
  • Molina Healthcare
  • Long Beach, CA
  • Job Description Job Description Job Summary Molina Segment leaders are responsible for the development and administratio...
  • 3/25/2024 12:00:00 AM

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Area Scouts | Sports - Regional Manager | Athlete Evaluator
  • Area Scouts
  • Paramount, CA
  • Area Scouts | Sports - Regional Manager | Athlete Evaluator Sports Currently Covered: Baseball Basketball Football Softb...
  • 3/25/2024 12:00:00 AM

Long Beach is a city on the Pacific Coast of the United States, within the Los Angeles metropolitan area of Southern California. As of 2010, its population was 462,257. It is the 39th most populous city in the United States and the 7th most populous in California. Long Beach is the second-largest city in the Los Angeles metropolitan area and the third largest in Southern California behind Los Angeles and San Diego. Long Beach is a charter city. The Port of Long Beach is the second busiest container port in the United States and is among the world's largest shipping ports. The city also maintai...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Director jobs
$193,213 to $288,021
Long Beach, California area prices
were up 3.2% from a year ago

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