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)
Department: Member Service Grade: 7
Reports To: MCC/ITM Manager Classification: Non-Exempt
Role:
Primary duties include day to day observation and assistance of Contact Center staff, and back-up to ITM Team Lead. Enhances the member experience through positive, efficient, accurate, and professional ITM & MCC interactions. Assists members and with their telephone transactions and ITM transaction requests when backing up. Perform a variety of account maintenance. Keeps manager informed of staff performance. Responsible for implementing existing policies, procedures, and systems involving member service functions. Coordinates, directs, and assigns work. Answers staff’s questions, and resolves more complex problems. Responsible for general training of Contact Center representatives.
Essential Functions & Responsibilities:
Performance Measurements:
Knowledge, Skills and Abilities:
Experience
Education
Interpersonal Skills
Other Skills
Physical Requirements:
Communicating**
Especially where one must frequently convey detailed
or important instructions or ideas accurately and efficiently.
Average hearing
Able to hear average or normal conversations
and receive ordinary information.
Finger dexterity**
Using primarily just the fingers to make small movements
such as keyboarding, picking up small objects,
or pinching fingers together.
Repetitive motion**
Movements frequently and regularly required
using the wrists, hands, and/or fingers.
Average visual abilities**
Average, ordinary, vision necessary to prepare
or inspect documents or products, or operate machinery.
Physical strength
Sedentary work; standing occasionally
for periods of time. Exerts up to
30 lbs. of force occasionally.
Work Environment:
Typical office conditions apply. No hazardous or
significantly unpleasant conditions apply. Occasional travel required.
This job description is not a complete statement of all duties and responsibilities comprising this position.
Job Type: Full-time
Pay: From $19.00 per hour
Benefits:
Schedule:
Work Location: One location