Contact Center Director jobs in Tennessee

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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Director, HR Contact Center
  • Delek
  • Brentwood, TN FULL_TIME
  • 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:

    • Leads a Tier 1 and Tier 2 focused team, supervising work activity, ensuring call volumes are managed, and transactions are completed timely and accurately. Direct the distribution of work activity among the team in order to maintain a balance of activity and perform quality assurance checks on employee transactions.
    • Builds and fosters positive relationships with HR peers and customer base; serve as an interface between internal and external stakeholders. Works with all Human Resource functions, and business unit leaders to improve transactional experiences and processes within HR Shared Services
    • Supports an environment that promotes customer service, teamwork, and accountability
    • Reviews HR Shared Services performance goals and leads efforts to continuously improve the HR service delivery
    • Provide coaching and guidance to improve staff performance and capabilities and identify training needs; develop staff in technical and soft skills
    • Review and analyze tier metrics on an ongoing basis to help continuously improve operations
    • Delivers customer value by recognizing customer needs and developing, implementing, and maintaining processes and team capabilities to deliver products and services.
    • Monitors the effectiveness of assigned policies and processes to continuously improve and simplify processes and reduce costs.
    • Energizes the team through inclusive behaviors and by leading, managing, mentoring, and developing all members of the staff to deliver positive business and organizational outcomes.
    • Demonstrates accountability for the actions of the organization and team and ensures that products are delivered on time, on schedule, and in alignment with expectations and reflect attention to quality, accuracy, and detail.
    • Ensure HR Shared Services operational performance against goals and metrics
    • Identifies and resolves problems in a timely manner, develops alternative solutions as needed
    • Manages difficult or emotional customer situations by responding promptly to customer needs, soliciting customer feedback to improve service, and meeting commitments
    • Demonstrated ability to lead and manage teams of hourly employees.
    • Passion for growing and developing strong customer service mind set.

     

    Required Qualifications – Education, Skills & Experience:

    • Bachelor’s Degree in Human Resources, Information Technology, Business or other related degree.
    • 7 years of experience working in a service center environment or similar function, with at least 3 in a role managing hourly employees. Must have experience with case management and call center technology, strong preference for ServiceNow experience.

     

    Preferred Qualifications – Education, Skills & Experience:

    • 10 years of experience working in a service center environment or similar function, with at least 5 in a role managing hourly employees.  HR experience preferred

     

    #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.

  • 16 Days Ago

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Director Contact Center AI Workflow Development
  • TriStar Centennial Medical Center
  • Nashville, TN FULL_TIME
  • This position is incentive eligible. Introduction Are you looking for a work environment where diversity and inclusion thrive? Submit your application for our Director Contact Center opening with Work...
  • 4 Days Ago

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Director of eDiscovery
  • Contact Government Services, LLC
  • Knoxville, TN FULL_TIME
  • Director Of eDiscovery Employment Type: Full Time, Executive LevelDepartment: eDiscovery and LitigationContact Government Services is seeking an experienced and motivated Director of eDiscovery for on...
  • 1 Day Ago

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Contact Center Representative-Basic
  • Ascend Federal Credit Union
  • Tullahoma, TN OTHER
  • About Us Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with over $4 billion in assets. With an occupation-based field of membership,...
  • 22 Days Ago

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Contact Center Representative (Basic)
  • Ascend Federal Credit Union
  • Tullahoma, TN OTHER
  • About Us Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with over $4 billion in assets. With an occupation-based field of membership,...
  • 23 Days Ago

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Contact Center Consultant
  • UT Federal Credit Union
  • Knoxville, TN FULL_TIME
  • TITLE: Contact Center Consultant LOCATION: UTFCU Corporate Headquarters HOURS: Mon- Friday 9-5 Sat 9-12 SUMMARY: Responsible for answering and responding to member inquiries received through the telep...
  • 25 Days Ago

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Sales Account Executive
  • eTrigue
  • San Jose, CA
  • We are seeking extraordinary sales individuals who want to target well-run companies in fast-growing markets selling uni...
  • 3/28/2024 12:00:00 AM

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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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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

Tennessee borders eight other states: Kentucky and Virginia to the north; North Carolina to the east; Georgia, Alabama, and Mississippi on the south; Arkansas and Missouri on the Mississippi River to the west. Tennessee is tied with Missouri as the state bordering the most other states. The state is trisected by the Tennessee River. The highest point in the state is Clingmans Dome at 6,643 feet (2,025 m). Clingmans Dome, which lies on Tennessee's eastern border, is the highest point on the Appalachian Trail, and is the third highest peak in the United States east of the Mississippi River. The ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Director jobs
$159,301 to $237,469

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