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)
Duties and Responsibilities
Savings Bank.
Note: These are representative only and are not intended to include all possible assignments to this position or position classification.
Skills/Experience/Training
High School graduate or equivalent diploma is required.
A minimum of two years retail banking experience with a solid knowledge of bank policies and procedures preferred.
Strong telephone communication and listening skills along with sales, organizational, and public relation skills are required.
Maintain strong knowledge of all Bank products and services.
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Exhibit tact and diplomacy
A valid driver’s license is required as travel from time to time may be necessary.
A pre-employment evaluation may be required.
Good organizational skills
Working Conditions
Moderate physical effort is required with respect to dexterity, visual attention and application as needed for the continual use of the telephone and personal computers. This is normally a seated position with occasional freedom of movement.
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Job Type: Full-time
Schedule:
COVID-19 considerations:
Franklin Savings Bank take all appropriate measures to protect our staff and customers from Covid 19.
Work Location: One location