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)
POSITION TITLE: Contact Center Representative
REPORTS TO: Contact Center Manager
PAY GRADE: 6,7
DEPARTMENT: Contact Center
FLSA STATUS: Non-Exempt
PURPOSE: The primary purpose of this position is to fulfill our Member’s First Pledge of Valued Relationships, Trusted Solutions. To live out the pledge the position must deliver high quality service to both internal and external members. The position responds to member inquiries and solves problems in a prompt and courteous manner which meets our Member Service Standards.
CULTURAL EXPECTATIONS:
ESSENTIAL DUTIES:
REQUIRED BACKGROUND:
WORK ENVIRONMENT: Work may require physical mobility within the general work area, continual communication with members, repetitive tasks and a high level of attention to security. The work is performed in a general office environment.
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