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:
Brentwood, TN, US, 37027
Delek US Holdings, Inc. is a diversified downstream energy company with assets in petroleum refining, logistics, asphalt, renewable fuels, and convenience store retailing. We are hiring for the position of Director, HR Contact Center located in our Brentwood, Tennessee corporate office.
The Director HR Contact Center, is responsible for leading and improving the day-to-day customer service support for employees and prospective employees. They will ensure Tier 1 & 2 services are completed in an accurate, timely, and efficient manner and in full compliance with all legislative requirements and company policies. This role is responsible for monitoring service level agreements and driving continuous improvement by monitoring and communicating KPIs using our ServiceNow case management tool. They will be expected to manage the ongoing engagement, training, and development of the HR Service Center team members. This role will partner across all HR centers of excellence (COE’s) to maintain a thorough understanding of new programs and requirements and ensure the team is prepared to support as needed.
Come and #jointheenergy! We offer top-of-the-line benefits along with health premium reimbursements.
Role & Responsibilities:
Required Qualifications – Education, Skills & Experience:
Preferred Qualifications – Education, Skills & Experience:
#LI-JV1
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law. Equal Opportunity Employer/Disabled/Veterans.