Top Contact Center Executive jobs in Tampa, FL

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)

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Contact center
  • GEICO
  • Lakeland, FL FULL_TIME
  • At Geico, our success is no secret - it's the result of investing in exceptional individuals. We are looking to hire a highly motivated Contact Center Ops Analysis Director to direct and oversee GEICO’s Business Intelligence strategies.

    In this role you will lead a high-performance team, collaborate with cross-functional operations teams to identify efficiencies, understand root cause of defects, and recommend actions to drive efficiencies and improved customer service.

    You will facilitate the analysis of data and coordinate with decision makers in the operations to ensure that information gathering, and analysis support the overall development of business strategies.

    This is an exciting opportunity to be a driving force in shaping our operations data strategy and create more robust operations insights through effective collaboration.

    If you're a dynamic problem-solver who excels at driving data-based insights while fostering relationships and collaboration across the operation, we want you on our team!

    Responsibilities :

    Identify Operations savings and improvement opportunities, package insights in a compelling way that motivates Operations leaders to act.

    Collaborate with Operations leaders and ensures business needs are translated into insights / research requirements.

    Lead a high performing team of Operations Analysts.

    Ensure the team obtains and maintains access to structured, valid sources of Operations data at the Enterprise level.

    Help launch programs that establish a culture of improving efficiency and share consumer feedback, help guide process improvement, product, and service offerings.

    Participate in the design and implementation of performance standards.

    Collaborate with Contact Center leadership on reporting and dashboards to drive meaningful performance data insights.

    Use KPI data to compile and track performance at both the team and individual levels·

    Collaborate with the Contact Center Leadership and Training partners to evaluate current and ongoing training needs based on contact monitoring data.

    Work in conjunction with Contact Center Supervisors to provide data for scorecard meetings.

    Share trend data and solutions regarding customer needs, quality standards, and coaching opportunities with the customer service leadership team to improve the overall quality of contacts.·

    Organize and direct focus groups to solicit feedback from customer service representatives.

    Qualifications :

    BA / BS or MS required in Computer Science, Statistics, Analytics, Finance, Operations Research, Economics, Mathematics or related field

    Minimum of 10 years of experience in data leadership and leading teams in a Contact Center Operations environment

    Strong knowledge of Microsoft Power BI, Snowflake, Power Apps and Power Automate

    The ability to develop data extract, transform and load (ETL) processes.

    Must be able to follow complex instructions, resolve conflicts or facilitate conflict resolution, and have strong organization / priority setting skills.

    Must be able to learn and apply large amounts of technical and procedural information and follow processes that have been published.

    Must be able to communicate in a clear, concise, professional oral or written manner, to be understood by customers, clients, co-workers and other employees of the organization.

    Must be able to perform under pressure and stressful situations.

    Must be able to concentrate and demonstrate a capacity for learning technical concepts and adapting to new technologies quickly.

    Location : This position is a hybrid role, and starting January 1, 2024, it's required to be on-site 3 days per week at one of the following office locations : Chevy Chase, MD, Dallas, TX, San Diego, CA, Lakeland, FL.

    Benefits

    As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including :

    Premier Medical, Dental and Vision Insurance with no waiting period

    Paid vacation, Sick and Parental Leave

    401(k) Plan

    Tuition Reimbursement

    Paid Training and Licensures

    Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.

    Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

    The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law.

    GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

    GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and / or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company.

    This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability.

    We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.

    Annual Salary

    $143,000.00 - $224,000.00

    The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate / annual salary to be offered to the selected candidate.

    Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

    At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

    Benefits :

    As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including :

    • Premier Medical, Dental and Vision Insurance with no waiting period
    • Paid Vacation, Sick and Parental Leave
    • 401(k) Plan
    • Tuition Reimbursement
    • Paid Training and Licensures
    • Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.

    Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

    The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law.

    GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

    GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and / or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company.

    This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability.

    We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.

    Last updated : 2024-03-26

  • Just Posted

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Experienced Contact Center Supervisor
  • MCI Jobs
  • Tampa, FL FULL_TIME
  • POSITION OVERVIEW Looking to work for a fast growing company? Start your career here at MCI. If you are a highly motivated individual and posses excellent communication skills, we need your help in ma...
  • 18 Days Ago

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Contact center agent
  • TAMPA BAY FEDERAL CREDIT UNION.
  • Tampa, FL FULL_TIME
  • As a Contact Center Agent, you will perform duties in a call center environment by providing professional customer support to our members and potential members via incoming / outgoing calls, fax, emai...
  • 22 Days Ago

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Experienced Contact Center Supervisor
  • MCI Full Applicant
  • Tampa, FL FULL_TIME
  • POSITION OVERVIEW Looking to work for a fast growing company? Start your career here at MCI. If you are a highly motivated individual and posses excellent communication skills, we need your help in ma...
  • 23 Days Ago

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Contact Center Agent
  • SmartFinancial
  • Tampa, FL FULL_TIME
  • We are looking for call center agents who thrive in a results-driven sales environment while receiving recognition and comprehensive base and commission pay. You will be surrounded by a team comprised...
  • 4 Days Ago

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Patient Contact Center Representative
  • VSP Global
  • Tampa, FL FULL_TIME
  • Eye Doctor's Optical Outlets, a VSP Vision company, has been supporting the eye health of the central Florida community for more than 35 years. Our team is collectively dedicated to providing our pati...
  • 12 Days Ago

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0 Top Contact Center Executive jobs found in Tampa, FL area

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Bilingual Toll Customer Service Agent
  • ValorVIP
  • Tampa, FL
  • POSITION OVERVIEW: We are looking for Bilingual Customer Service Representatives to support inbound calls and walk-up cu...
  • 3/28/2024 12:00:00 AM

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Bilingual Customer Service Representative (Toll)
  • ValorVIP
  • Tampa, FL
  • POSITION OVERVIEW: We are looking for Bilingual Customer Service Representatives to support inbound calls and walk-up cu...
  • 3/28/2024 12:00:00 AM

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Bilingual Entry-Level Customer Service Representative
  • MCI Military Recruitment
  • Tampa, FL
  • POSITION OVERVIEW: We are looking for Bilingual Customer Service Representatives to support inbound calls and walk-up cu...
  • 3/28/2024 12:00:00 AM

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Bilingual Customer Service Representative (Toll)
  • MCI Military Recruitment
  • Tampa, FL
  • POSITION OVERVIEW: We are looking for Bilingual Customer Service Representatives to support inbound calls and walk-up cu...
  • 3/28/2024 12:00:00 AM

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Bilingual Entry-Level Customer Service Representative
  • MCI Careers
  • Tampa, FL
  • LOCATION: Tampa, FL JOB TYPE: Full-Time PAY TYPES: Hourly + Bonus SALARY: Commensurate BENEFITS & PERKS: LOCAL REPRESENT...
  • 3/28/2024 12:00:00 AM

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Bilingual Toll Customer Service Agent
  • MCI Careers
  • Tampa, FL
  • LOCATION: Tampa, FL JOB TYPE: Full-Time PAY TYPES: Hourly + Bonus SALARY: Commensurate BENEFITS & PERKS: LOCAL REPRESENT...
  • 3/28/2024 12:00:00 AM

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Entry-Level In-Person Customer Service Representative (Bilingual)
  • MCI Careers
  • Tampa, FL
  • LOCATION: Tampa, FL JOB TYPE: Full-Time PAY TYPES: Hourly + Bonus SALARY: Commensurate BENEFITS & PERKS: LOCAL REPRESENT...
  • 3/28/2024 12:00:00 AM

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High Net Worth Service Associate - Greater Tampa, FL Area
  • Fidelity Investments
  • Tampa, FL
  • Job Description: To be eligible for consideration of this role, your primary residence must be located within a 90 mile ...
  • 3/12/2024 12:00:00 AM

Tampa is a major city in, and the county seat of, Hillsborough County, Florida, United States. It is on the west coast of Florida on Tampa Bay, near the Gulf of Mexico, and is the largest city in the Tampa Bay Area. The bay's port is the largest in the state, near downtown's Channel District. Bayshore Boulevard runs along the bay, and is east of the historic Hyde Park neighborhood. Today, Tampa is part of the metropolitan area most commonly referred to as the "Tampa Bay Area". For U.S. Census purposes, Tampa is part of the Tampa-St. Petersburg-Clearwater, Florida Metropolitan Statistical Area....
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Top Contact Center Executive jobs
$223,143 to $365,177
Tampa, Florida area prices
were up 1.1% from a year ago

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