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)
Location: Non-remote, Onsite, Fort Wayne, IN
Contact Center Representative (CCR) Job Summary:
For over 80 years, MidWest America Federal Credit Union has been providing financial solutions for personal and business banking. Our mission statement is "We are committed to providing competitive, quality services for our members’ financial success."
The Contact Center Representative is responsible for providing courteous, efficient, and accurate member service in a fast-paced contact center environment. Fulfill member's requests via inbound/outbound calls. Be able to determine appropriate products and services for our Credit Union members, while continuing to honor our mission statement. Independent work, with assistance from the Contact Center team when needed.
Essential Elements of the Contact Center Representative:
Benefits:
401(k)
401(k) matching
Dental insurance
Paid Short & Long-Term Disability insurance
Health insurance
Paid life insurance
Paid time off
16 hours of paid volunteer time
Tuition reimbursement
Paid vision insurance
Loan rate discounts
Identity Theft Protection
Paid holidays (Federal holidays observed)
No nights/no weekends
Personal Time
Competitive pay
Comprehensive training provided by a dedicated training staff and Contact Center team member.
MidWest America Federal Credit Union is an Equal Opportunity Employer.
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