Top Contact Center Executive plans and 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 Top Contact Center Executive 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, Top Contact Center Executive develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Typically requires an advanced degree. Typically reports to top management. The Top Contact Center Executive manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. To be a Top Contact Center Executive typically requires 8+ years of managerial experience. Comprehensive knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Description
E-Branch Member Solutions Associate II
Category of Employment
Full Time; non-exempt.
Grade 5
Position Purpose
To assist members over the phone with their financial transactions and identify products and services that will enhance the member relationship.
Reporting Relationships
This position reports to the Contact Center Manager.
Essential Functions and Accountabilities
Performance Expectations
Requirements
Minimum Qualifications
Desirable Qualifications
Desirable Traits
Physical and Mental Demands
Physical activities involve those normally associated with working in an office environment: walking, standing, talking and similar activities.
Vision and hearing requirements, including close vision, ability to distinguish basic colors and/or shades, depth perception ability to adjust focus, ability to hear telephone and/or in-person conversations, and other vision and hearing demands.
Ability to lift objects or exert force in pushing and pulling.
Mental demands, including such requirements as reading documents, analyzing and solving problems, interpreting data or information, using math or mathematical reasoning, learning and applying new information and skills, performing highly detailed work, meeting changing and/or intensive deadlines, constant interruptions, multiple concurrent tasks and interacting with members/coworkers.
This Job Description is not a complete statement of all duties and responsibilities comprising this position. Wichita Federal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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