Contact Center Director jobs in Fishers, IN

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)

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Contact Center Representative - Bilingual
  • Financial Center First Credit Union
  • Indianapolis, IN FULL_TIME
  •  

    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:

    • Adheres to Financial Center’s Policy and Procedures 
    • Acts as a role model within and outside Financial Center 
    • Maintains a positive and respectful attitude 
    • Communicates regularly with supervisor about department issues 
    • Demonstrates flexible and efficient time management and ability to prioritize workload 
    • Consistently reports to work on time prepared to perform duties of position 
    • Demonstrate enthusiastic support of corporate mission, core values and long term objectives.   
    • Resolves questions or problems on the basis of past precedent and interpretation of policy and procedural guidelines.  
    • Must be able to work independently while helping the Center reach its goals
    • Projects the professional image of the Credit Union
    • Work with team towards meeting stated Service Level Expectations
    • Meet department standards for acceptable error ratios in new accounts, GL posting, and transaction posting. Meet stated individual Service and Sales goals
    • Provide accurate, effective communications to members
    • Must be flexible enough to make changes and modify schedules to accommodate department needs when applicable. 

     

    ESSENTIAL DUTIES:

    • Receives member interactions by telephone, live chat or email and must determine purpose of the call and either transacts the business or refer them to the appropriate staff associate.
    • Must demonstrate an ability to effectively cross-share Credit Union products and services in order to deepen member relationships
    • Must be able to handle multiple tasks and function in a busy call center atmosphere.
    • Responsible for servicing the full range of Credit Union products and services
    • Assists members in resolving account problems or account research
    • Responsible for educating and enrolling members on Financial Center’s electronic services (Money Line, Financial Center Online, Bill Payer, The Hub, ATM & Check/Debit Cards)  
    • Must be proficient in all Credit Union electronic services in order to provide technical support for new or existing users of Financial Center Online, Bill Payer, and the Credit Union web site
    • Fields and effectively responds to member questions regarding services available, payroll deduction/direct deposit, share and loan interest rates, dividend calculations, and location and operating hours of Centers, etc.
    • Performs other duties commensurate with this position

     

    REQUIRED BACKGROUND:

    • High school education or equivalent
    • Should have two years previous experience at a financial institution or call center environment, familiar with related policy and procedures
    • Contact Center Representative I – Less than 2 years of similar or related Financial Institution experience.
    • Contact Center Representative II – Has 2 or more years of similar or related financial institution experience. Additional responsibilities include but may not be limited to:  Call escalations.
    • Expected to demonstrate a consistent ability to meet or exceed sales and service goals.
    • Courtesy, tact and diplomacy are essential elements of the job. Work involves much personal contact with others inside/or outside the organization 
    • Work requires professional written and verbal communication and interpersonal skills.  
    • Should be familiar with the Credit Union bylaws, policies, procedures and state and federal laws effecting all operations of the Center.  Should have a thorough knowledge of all Credit Union products and services or become well versed in 90 days.
    • Professional service attitude, with effective follow up on work and any outstanding issues or member interactions.
    • Proficient in Microsoft Office and other Credit Union systems or become well versed in 90 days   

     

    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.

     

  • 1 Month Ago

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Contact Center Representative
  • Financial Center First Credit Union
  • Indianapolis, IN FULL_TIME
  • POSITION TITLE: Contact Center Representative REPORTS TO: Contact Center ManagerPAY GRADE: 6,7DEPARTMENT: Contact Center FLSA STATUS: Non-Exempt PURPOSE: The primary purpose of this position is to ful...
  • 1 Month Ago

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Contact Center Representative - Full-Time
  • Financial Center First Credit Union
  • Indianapolis, IN FULL_TIME
  • POSITION TITLE: Contact Center Representative REPORTS TO: Contact Center ManagerPAY GRADE: 6,7DEPARTMENT: Contact Center FLSA STATUS: Non-Exempt PURPOSE: The primary purpose of this position is to ful...
  • 12 Days Ago

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Contact Center Support Expert
  • Insite Managed Solutions
  • Indianapolis, IN FULL_TIME
  • *Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. Job Type: Full-time, In-Office 7820 Innovation...
  • 13 Days Ago

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Contact Center Specialist
  • Industrial Federal Credit Union
  • Lafayette, IN FULL_TIME
  • Role:Provides members and potential members with fast, courteous, and accurate service on the phone; explains services; responds to problems; and directs members' phone calls to the appropriate area.E...
  • 13 Days Ago

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Contact Center Representative
  • AAA Hoosier Motor Club
  • Indianapolis, IN OTHER
  • Job Details Job Location: College Park - 8751 Wesleyan Road - Indianapolis, IN Salary Range: Undisclosed DescriptionABOUT AAA HOOSIER MOTOR CLUB: Since 1902, AAA Hoosier Motor Club, headquartered in I...
  • 1 Month Ago

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0 Contact Center Director jobs found in Fishers, IN area

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Brickyard Connection - Flight Operations Administrator
  • Republic Airways, Inc.
  • Indianapolis, IN
  • Job Category: BYX Flight Operations The Brickyard Connection Flight Operations Administrator provides daily administrati...
  • 3/29/2024 12:00:00 AM

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Managing Director, Utilities Customer Programs & Experience
  • Black & Veatch
  • Indianapolis, IN
  • **Managing Director, Utilities Customer Programs & Experience** Date: Mar 1, 2024 Location: US Company: Black & Veatch F...
  • 3/29/2024 12:00:00 AM

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Solutions Director- Northeast Remote
  • CBRE
  • Indianapolis, IN
  • Solutions Director- Northeast Remote Job ID 147965 Posted 11-Mar-2024 Service line GWS Segment Role type Full-time Areas...
  • 3/29/2024 12:00:00 AM

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Irsay Family YMCA - Specialty Prog Instructor II - Personal Training
  • Indymca
  • Indianapolis, IN
  • **Irsay Family YMCA - Specialty Prog Instructor II - Personal Training** Indianapolis, IN 46225, USA Req #1349 Monday, J...
  • 3/28/2024 12:00:00 AM

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Director of Stewardship
  • Green Latinos
  • Indianapolis, IN
  • **Director of Stewardship** Job Location Indianapolis, Indiana On-Site Published By Publisher Name Type of Job Full-Time...
  • 3/28/2024 12:00:00 AM

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Employee Experience Project Director
  • Elevance Health
  • Indianapolis, IN
  • Anticipated End Date: 2024-04-05 Position Title: Employee Experience Project Director Job Description: Employee Experien...
  • 3/27/2024 12:00:00 AM

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EXECUTIVE DIRECTOR - HOSPICE
  • BrightSpring Health Services
  • Carmel, IN
  • Our Company Adoration Home Health and Hospice Overview Our Hospice Executive Directors are the heart of our organization...
  • 3/26/2024 12:00:00 AM

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Vice President, Total Rewards
  • Allegion
  • Carmel, IN
  • **Creating Peace of Mind by Pioneering Safety and Security** At Allegion, we help keep the people you know and love safe...
  • 3/25/2024 12:00:00 AM

Fishers is a city in Fall Creek and Delaware townships, Hamilton County, Indiana, United States. As of the 2010 census the population was 76,794, and by 2017 the estimated population was 91,832. A suburb of Indianapolis, Fishers has grown rapidly in recent decades: about 350 people lived there in 1963, 2,000 in 1980, and only 7,500 as recently as 1990. After the passage of a referendum on Fishers' status in 2012, Fishers transitioned from a town to a city on January 1, 2015. The first mayor of Fishers—Scott Fadness—along with the city's first clerk and city council were sworn in on December 21...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Director jobs
$165,569 to $246,812
Fishers, Indiana area prices
were up 1.3% from a year ago

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