Contact Center Director jobs in New York

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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Senior Director Customer Care, Contact Center- Chat
  • Altice USA
  • Long Island, NY FULL_TIME
  • Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

    We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.

    If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!

    We are Optimum!

    Job Summary

    The ideal leader is an expert in the Digital Contact Center Operation profession and has experience leading digital care operations. This role is very focused on providing excellent customer support and care KPI attainment on chat and social channels while supporting digital roadmap. Conduct Contact drivers and performance assessments to identify opportunities to improve performance, increase revenue and optimize operations. Leverage and share best practices and work on process improvement opportunities. Possess a proven ability to anticipate care operations requirements and resolve roadblocks in all situations. In addition, will lead the team to ensure day-to-day operational stability and continuous improvement.

    Responsibilities

    Day-to-day leadership responsibilities, including enhancing customer satisfaction by directing and steering dynamic teams to effectively resolve issues in coordination with internal and external stakeholders.
    Manage the performance of chat and social care operations in multiple sites.
    Partner with WFM team on requirements and short/long range planning.
    Monitor chat and social KPIs and take immediate actions to improve when necessary.
    Escalates and provides quantified alternatives along with information required for decision making.
    Present performance evolution to Senior leadership identifying drivers and improvement opportunities.
    Work closely with the Vice President, Care Operations to define the strategies, outline requirements, plan implementations and measure the results of the care digital channels operations and delivering on KPIs.
    Identify upselling and cross selling opportunities and implements needed changes to generate revenue within the digital care process.
    Gathers Ops feedback and collaborates closely with cross functional stakeholders to drive product enhancements based on Care Ops feedback.
    Identify the tools and technologies required for chat and social care channels.
    Collaborate with stakeholders to assess tools and technologies required to enhance and grow care digital assisted channels.
    Contribute to planning and deploying new tools ensuring best possible outcomes from both quality and efficiency standpoints.
    Responsible for delivering processes to support care digital assisted channels and establish proper inter-departmental cooperation with key stakeholders.
    Designs robust customer care procedures, policies, and standards to achieve high-level customer experience in chat and social media.
    Analyze the customer contact drivers, identify specific improvement opportunities, and work on developing operational action plans and cross-functional initiatives that improve NPS, customer satisfaction and customer loyalty.
    Identify training needs and ensure timely fulfillment, measures training efficiency and shares improvement opportunities.
    Ensure high performance by clearly defining team member responsibilities, empowering team members to fulfill their responsibilities and supporting their efforts to do so, tracking progress, providing feedback, and holding team members responsible for meeting agreed-upon goals.
    Remains updates with digital Care best practices and present them to team, leadership and stakeholders.
    Establish proper inter-departmental cooperation with key stakeholders.
    Diplomatically handle conflicts and facilitate cooperative team resolutions.
    Work across management levels with both internal and external partners.
    Other duties as assigned.

    Qualifications

    Experience in telecommunication industry
    Ability to work cross functionally and influence at director and above levels
    10 plus years leadership experience
    Digital channel management experience at a leadership level
    Strong written and verbal communication skills
    Strong presentation skills
    Able to work under pressure and meet challenging deadlines without compromising quality
    Building Effective Teams
    Ability to delegate and track project performance
    Data driven and results oriented
    Effective interpersonal, communication, and collaboration skills
    Extremely organized and ability to multitask
    Good understanding of BPO
    Ability to travel 10%
    B.S. or B.A. degree required; Master's degree preferred

    At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

    If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.

    All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.

    We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.

    Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.

    Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our for further details.

    This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $161,186.00-$230,265.00/ year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.


    We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace

     

  • 20 Days Ago

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SUPERVISOR CONTACT CENTER PAC
  • Montefiore Medical Center
  • Tarrytown, NY FULL_TIME
  • Supervises the activities of a designated administrative function to support operational goals and objectives. Schedules, assigns and monitors the work of staff. Department: Patient Access Center Barg...
  • Just Posted

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Apheresis Contact Center Manager, Enterprise
  • Rhode Island Blood Center
  • New York, NY FULL_TIME
  • Overview At New York Blood Center Enterprises (NYBCe), one of the most comprehensive blood centers in the world, our focus is on cultivating excellence by merging cutting-edge innovation with diligent...
  • 15 Days Ago

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Supervisor Quality Contact Center-Enterprise
  • New York Blood Center Inc
  • New York, NY FULL_TIME
  • Overview At New York Blood Center Enterprises (NYBCe), one of the most comprehensive blood centers in the world, our focus is on cultivating excellence by merging cutting-edge innovation with diligent...
  • 15 Days Ago

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Supervisor Quality Contact Center-Enterprise
  • Community Blood Center Of Greater Kansas City
  • New York, NY FULL_TIME
  • Overview At New York Blood Center Enterprises (NYBCe), one of the most comprehensive blood centers in the world, our focus is on cultivating excellence by merging cutting-edge innovation with diligent...
  • 14 Days Ago

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Contact Center Representative
  • Chemung Canal Trust Com
  • Elmira, NY FULL_TIME
  • Performs a wide variety of duties in support of the retail function order to meet the financial services needs of both internal and external clients in all markets that we serve. Answers incoming call...
  • 18 Days Ago

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Production Coordinator
  • Martin Foods, L.P.
  • Houston, TX
  • Job Type Full-time Description Objective This position is solely responsible for managing product flow from warehouse 6 ...
  • 3/28/2024 12:00:00 AM

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Sr Paralegal, Corporate & Securities
  • PBF Energy, Inc.
  • Parsippany, NJ
  • Sr Paralegal, Corporate & Securities PBF Energy Inc. (NYSE:PBF) is one of the largest independent refiners in North Amer...
  • 3/28/2024 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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Quality Program Manager
  • Mazzella Companies
  • Lafayette, LA
  • Job Description Job Description Quality Program Manager (Regional positon) The Quality Program Manager is an integral pa...
  • 3/28/2024 12:00:00 AM

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Quality Program Manager
  • Mazzella Companies
  • Saint Louis, MO
  • Job Description Job Description Quality Program Manager (Regional positon) The Quality Program Manager is an integral pa...
  • 3/28/2024 12:00:00 AM

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JOB: Executive Director, Missouri Lottery
  • Careerbuilder
  • Jefferson City, MO
  • Date: June 23, 2022 Applications must be received by: July 21, 2022 Title: Executive Director Location: Jefferson City, ...
  • 3/26/2024 12:00:00 AM

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Quality Lab Technician III
  • KAGOME INC
  • Osceola, AR
  • Description In addition to applying for the position, Kagome Inc. requires all applicants to take the PI Behavioral Asse...
  • 3/25/2024 12:00:00 AM

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Application Systems Analyst
  • PHOENIX CLOSURES
  • Aurora, IL
  • POSITION SUMMARY: The primary responsibilities of the Application Systems Analyst will focus on analyzing business proce...
  • 3/25/2024 12:00:00 AM

New York is a state in the Northeastern United States. New York was one of the original thirteen colonies that formed the United States. New York covers 54,555 square miles (141,300 km2) and ranks as the 27th largest state by size.[3] The highest elevation in New York is Mount Marcy in the Adirondacks, at 5,344 feet (1,629 meters) above sea level; while the state's lowest point is at sea level, on the Atlantic Ocean. In contrast with New York City's urban landscape, the vast majority of the state's geographic area is dominated by meadows, forests, rivers, farms, mountains, and lakes. Most of...
Source: Wikipedia (as of 04/17/2019). Read more from Wikipedia
Income Estimation for Contact Center Director jobs
$184,913 to $275,647

Contact Center Director in Erie, PA
It provides info relevant to small and large call centers.
January 03, 2020
Contact Center Director in New York, NY
Toward the end of the first 90 days, it may be time to initiate your vision for the center.
January 17, 2020
Contact Center Director in Macon, GA
The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.
January 26, 2020