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)
The Franklin Institute, the most visited museum in the Commonwealth of Pennsylvania, strives to be the world leader in promoting science and technology education and literacy through inspiring and engaging experiences that cultivate curiosity, critical thinking, and an understanding of the crucial role science plays in our lives.
At The Franklin Institute, we provide an environment that is as nurturing as it is dynamic. Our team-oriented approach allows for ample learning and career growth opportunities. We think you will find the Institute offers the ideal atmosphere in which to best use your skills and talents. We are eager for your input, ideas, and inspiration.
Position Description:
The Assistant Director of Contact Center Operations oversees the daily operation of the Contact Center and is a critical leadership role at The Franklin Institute that will transform our customer experience by creating a culture of best-in-class pre and post-visit service. This role will oversee the strategy, planning, and execution of The Franklin Institute’s Contact Center, with a focus on the Group Sales process, as well as managing and reporting of the Admission Department’s funds.
The Assistant Director of Contact Center Operations will report to the Director of Business Operations to further the Admission Department's goals and will fill in as a support when needed. This position will also be responsible for:
Position Requirements
Status: Full-time, 37.5 hours per week.
Benefits Information:
The Franklin Institute offers a comprehensive benefits package including health, dental, vision, 401K, life insurance, and disability coverage. We also offer generous Paid Time Off, paid holidays, and numerous wellness program benefits.
To apply, please visit our Career Center. We look forward to hearing from you!
Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If much of this job description describes you, then please apply for this role.
The Franklin Institute is an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability, or protected veteran status.