Contact Center Quality Manager jobs in Fayetteville, NC
Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Recently Added Contact Center Quality Manager jobs
Contact Center Manager
- Fort Liberty Federal Credit Union
-
Liberty, NC
FULL_TIME
-
Contact Center Manager
Purpose:Provides quality sales and service to members through effective, efficient, and motivational leadership for the Contact Center's employees. Responsible for supervising, planning, organizing, coordinating, coaching, and managing all aspects of the Contact Center to ensure achieving goals and objectives. Coordinates with SVP Member to ensure staff is trained and adheres to all policies and procedures.Primary Duties and Responsibilities:- Responsible for sales, service, and operations of the Contact Center.
- Effectively leads staff to achieve stated duties, assignments, and department goals while supporting the Credit Union's mission.
- Serves as a primary escalation point for resolving member issues related to products and services.
- Effectively leads the sales function of the contact center and ensures staff achieves stated duties and goals. Motivates and trains staff to cross-sell products and services based on member needs.
- Ensures adequate staffing and schedule adherence to handle the calls, digital, and chat volume within service standards.
- Participates in recruiting, interviewing, and hiring of contact center staff.
- Provides sufficient staff training and ensures performance of job duties according to expectations, policies, and procedures.
- Regularly observes and scores staff performance through side-by-side and recorded evaluations. Provides appropriate coaching and initiates corrective action as necessary.
- Evaluate performance with key metrics (call waiting, not-ready-time, on-hold time, etc.)
- Effectively supervises and directs staff and/or resources to meet department goals.
- Maintains sufficient knowledge of and complies with organizational policies.
- Prepares performance reports by collecting, analyzing, and summarizing data and trends. Determines and takes appropriate action when needed.
- Evaluate and complete performance evaluations.
- Responsible for creating job aids pertaining to the contact center.
- recognizing the need for and development of new services or changes in existing services.
Other Duties and Responsibilities:- Participates and contributes toward identifying and evaluating state-of-the-art technologies that support and/or improve member experience.
- Contributes to the development and implementation of organizational strategic plans.
- Maintains professional and technical knowledge of emerging trends in Contact Center operations by attending educational workshops, reviewing professional publications, and participating in professional societies.
- Performs other functions as required by management
Minimum Qualifications:To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the minimum level of knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.Education and Training:- 2-year college degree or completion of specialized courses at a business or trade school.
- On an annual basis, is required to complete mandatory Bank Secrecy Act, OFAC, and Red Flag Identity Theft training.
Prior Experience:- 5 years of Credit Union or Banking experience with at least 2 years of supervisory or management experience, preferably in a financial institution's contact center.
Interpersonal Skills:A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing, or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.Other Special Skills and Abilities:- Strong verbal and written communication skills with the ability to communicate effectively with all levels of the organization.
- Positive and patient individual.
- Ability to resolve and de-escalate member product and service-related issues.
- Proficient in all aspects of CU operations, products, and services.
- Working knowledge of NCUA and other applicable federal/state regulations.
Physical Demands:The need for physical stamina is low to moderate.Working Conditions:Minimal adverse working conditions. Some fluctuations in temperature experienced in office setting. May need to work beyond normal working hours, pending organization needs. - 7 Days Ago
Contact Center Representative
- Jackson Hewitt - 3164
-
Aberdeen, NC
FULL_TIME
- At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
- 22 Days Ago
Contact Center Representative
- Jackson Hewitt - 3164
-
Laurinburg, NC
FULL_TIME
- At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
- 22 Days Ago
Contact Center Representative
- Jackson Hewitt - 3164
-
Spring Lake, NC
FULL_TIME
- At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
- 23 Days Ago
Contact Center Representative
- Jackson Hewitt - 3164
-
Fayetteville, NC
FULL_TIME
- At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
- 23 Days Ago
Contact Center Representative
- Jackson Hewitt - 3164
-
Clinton, NC
FULL_TIME
- At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
- 23 Days Ago
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0 Contact Center Quality Manager jobs found in Fayetteville, NC area
FT Customer Service Representative - Work From Home>
- House of Rohl
-
Raeford, NC
- [Call Center / Fully Remote] - Anywhere in U.S. / Up to $42K per year / Benefits - As a Customer Service Rep you'll: Han...
- 4/24/2024 12:00:00 AM
FT Customer Service Representative - Work From Home>
- House of Rohl
-
Dunn, NC
- [Call Center / Fully Remote] - Anywhere in U.S. / Up to $42K per year / Benefits - As a Customer Service Rep you'll: Han...
- 4/24/2024 12:00:00 AM
FT Customer Service Representative - Work From Home>
- House of Rohl
-
Sanford, NC
- [Call Center / Fully Remote] - Anywhere in U.S. / Up to $42K per year / Benefits - As a Customer Service Rep you'll: Han...
- 4/24/2024 12:00:00 AM
FT Customer Service Representative - Work From Home>
- House of Rohl
-
Lumberton, NC
- [Call Center / Fully Remote] - Anywhere in U.S. / Up to $42K per year / Benefits - As a Customer Service Rep you'll: Han...
- 4/24/2024 12:00:00 AM
Customer Service Associate - Lumberton
- Myrepublicbank
-
Lumberton, NC
- ** Customer Service Associate - Lumberton** **Job Category****:** Customer Service **Requisition Number****:** CUSTO0155...
- 4/24/2024 12:00:00 AM
Account Representative
- Mariner Finance Llc
-
Fayetteville, NC
- Are you a goal-oriented individual? Are you looking to start your career at an industry-leading consumer finance organiz...
- 4/22/2024 12:00:00 AM
Retail Service Specialist
- O'Reilly Auto Parts
-
Fayetteville, NC
- The Retail Service Specialist will support the Store Manager and Assistant Managers in areas of sales, customer service,...
- 4/21/2024 12:00:00 AM
Service Manager-(Shop Supervisor)-General Tool
- Sunbelt Rentals
-
Fayetteville, NC
- Location: Location: Service Manager-(Shop Supervisor)-General Tool in Fayetteville, NC at Sunbelt Rentals **Location:** ...
- 4/21/2024 12:00:00 AM
About Fayetteville, North Carolina
Fayetteville (/ˈfeɪətˌvɪl/) is a city in Cumberland County, North Carolina, United States. It is the county seat of Cumberland County, and is best known as the home of Fort Bragg, a major U.S. Army installation northwest of the city.
Fayetteville has received the All-America City Award from the National Civic League three times. As of the 2010 census it had a population of 200,564, with an estimated population of 204,408 in 2013. It is the 6th-largest city in North Carolina. Fayetteville is in the Sandhills in the western part of the Coastal Plain region, on the Cape Fear River.
With an estima...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$66,633 to $100,351
Fayetteville, North Carolina area prices
were up 1.5% from a year ago
were up 1.5% from a year ago
What does a Contact Center Quality Manager do?
Contact Center Quality Manager in Somerset, NJ
Although we are good at making it look easy, quality customer service does not happen by chance.
December 17, 2019
Contact Center Quality Manager in Provo, UT
The call is flagged due to involving a refund, and the agent is required to meet with their quality manager.
February 11, 2020
Contact Center Quality Manager in Kingsport, TN
We're looking for talented people who will put our customers at the center of everything we do.
January 28, 2020