Contact Center Quality Manager jobs in Helena, MT

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)

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Member Contact Center Team Lead
  • Park Side FCU
  • Missoula, MT FULL_TIME
  • 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:

    • Schedules Contact Center staff for highest combination of efficiency and service. Coordinate scheduling with ITM Team Lead.
    • Assists with training, employee performance evaluations within the department; recommends promotions, transfers and salary adjustments; identifies performance problems and takes action to correct, including termination.
    • Ensures appropriate records are maintained and required reports are prepared.
    • Performs all MCC & ITM Representative functions and other job related duties as assigned.
    • Assists members and potential members with their requests; using effective problem solving skills to resolve issues quickly and efficiently
    • Protect Park Side’s financial interest by complying with the internal and external policies, procedures and regulations
    • Builds relationships with members and potential members. Asks questions to determine needs while identifying cross-sell opportunities
    • Consistently delivers the highest quality of service verified by member satisfaction scores.
    • Remains current on credit union products, services, and promotions
    • Performs other job related duties required or assigned.

    Performance Measurements:

    • Possess working knowledge of credit union structure, mission statement, core values, sales and service standards, and available products and services.
    • Troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.
    • Ensure the department is providing friendly, professional, personal service to all members by maintaining a cohesive, highly trained, motivated staff sufficient to meet daily department needs.
    • Maintain a professional work environment and businesslike appearance.
    • Ensure the department consistently achieves a minimum of 90% of assigned goals.
    • Process member transactions with zero unresolved errors.
    • Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
    • Seeks participation in self-development activities

    Knowledge, Skills and Abilities:

    Experience

    • 12 months of proven sales and relationship building experience preferred.

    Education

    • A high school education or GED.
    • Associate degree (or equivalent experience) in related field preferred.

    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/or is usually of a personal or sensitive nature.
    • Work may involve motivating or influencing others.
    • Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

    Other Skills

    • Ability to operate related computer applications and business equipment
    • Organizational skills and the ability to prioritize workload.
    • Solid math and bookkeeping abilities.
    • Good written and verbal communication 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:

    • 401(k)
    • 401(k) matching
    • Dental insurance
    • Employee assistance program
    • Flexible spending account
    • Health insurance
    • Health savings account
    • Life insurance
    • Paid time off
    • Parental leave
    • Tuition reimbursement

    Schedule:

    • Monday to Friday

    Work Location: One location

  • 20 Days Ago

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Center Manager
  • Lincare
  • Helena, MT FULL_TIME
  • map out processes and protocols to achieve goals motivate and lead teams adjust quickly to a rapidly changing health care marketplace work for an organization that rewards success and fosters a cultur...
  • 6 Days Ago

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Detention Center Office Manager
  • Gallatin County
  • Bozeman, MT FULL_TIME
  • This position is located in the Sheriff’s Office at the Detention Center and performs a variety of clerical, technical and support duties of the Detention Center. This position coordinates the public,...
  • 25 Days Ago

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Salon Manager - Safeway Center Helena
  • Great Clips
  • HELENA, MT FULL_TIME
  • Got shears and a winning attitude? Want to support other stylists? Then let's talk! Maybe you're a stylist who wants more responsibility or you’re looking for a new opportunity? If this sounds like yo...
  • 1 Month Ago

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National Monitoring Center Assistant Manager
  • Confederated Salish and Kootenai Tribes
  • Ronan, MT FULL_TIME
  • CONFEDERATED SALISH AND KOOTENAI TRIBES OF THE FLATHEAD NATION PO BOX 278 PABLO MT 59855 406-675-2700 PERSONNEL OFFICE FAX: 406-226-2562 CSKT Website: csktribes.org E-mail: sherry.dupuis@cskt.org ****...
  • 28 Days Ago

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Business Manager - Surgery Center - Bozeman
  • Billings Clinic Health System
  • Bozeman, MT OTHER
  • Works effectively with Leadership Team, physician leaders, Information Services and Finance Departments to plan, organize, facilitate and monitor the activities and functions of Billings Clinic Bozema...
  • 1 Month Ago

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0 Contact Center Quality Manager jobs found in Helena, MT area

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Director of Cancer Care Center - Registered Nurse
  • Trusted Health
  • Helena, MT
  • Trusted is seeking an experienced nurse for this exciting travel nursing assignment. Trusted has streamlined the travel ...
  • 4/24/2024 12:00:00 AM

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STORE CLERK $14/hr
  • Town Pump
  • Helena, MT
  • Town Pump is looking for a motivated and outgoing Store Clerk to join our team. Town Pump is a growing company, with eve...
  • 4/24/2024 12:00:00 AM

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Medical Equipment Driver & Customer Service
  • Rotech Healthcare Inc.
  • Helena, MT
  • OVERVIEW: Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound car...
  • 4/23/2024 12:00:00 AM

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Medical Technologist
  • Veterans Health Administration
  • Fort Harrison, MT
  • Summary This position is eligible for the Education Debt Reduction Program (EDRP), a student loan payment reimbursement ...
  • 4/23/2024 12:00:00 AM

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STORE CLERK $14/hr @ Prospect Ave
  • Town Pump
  • Helena, MT
  • Town Pump is looking for a motivated and outgoing Store Clerk to join our team. Town Pump is a growing company, with eve...
  • 4/22/2024 12:00:00 AM

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Licensed Mental Health Counselor - Work in Fort Harrison, MT
  • Veterans Health Administration
  • Fort Harrison, MT
  • Summary The incumbent provides integrated treatment for patients with Substance Use Disorder, as well as a variety of ot...
  • 4/22/2024 12:00:00 AM

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License Professional Mental Health Counselor
  • Veterans Health Administration
  • Fort Harrison, MT
  • Summary The incumbent provides integrated treatment for patients with Substance Use Disorder, as well as a variety of ot...
  • 4/22/2024 12:00:00 AM

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Primary Care and Population Health Program Officer (11759)
  • State of Montana
  • Helena, MT
  • The Montana Department of Public Health and Human Services (DPHHS) has a career opportunity within the Health Resources ...
  • 4/20/2024 12:00:00 AM

Helena (/ˈhɛlɪnə/) is the state capital of the U.S. state of Montana and the county seat of Lewis and Clark County. Helena was founded as a gold camp during the Montana gold rush, and was established in 1864. Over $3.6 billion of gold was extracted in the city limits over a duration of two decades, making it one of the wealthiest cities in the United States by the late nineteenth century. The concentration of wealth contributed to the city's prominent, elaborate Victorian architecture. At the 2010 census Helena's population was 28,190, making it the fifth least populous state capital in the Un...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$63,701 to $95,935
Helena, Montana area prices
were up 3.1% from a year ago

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