Contact Center Director jobs in Utah

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, Contact Center Operations
  • Golden Customer Care
  • Salt Lake, UT FULL_TIME
  • We’re Looking For A: Sr. Director, Contact Center Operations to lead all aspects of the Golden Customer Care’s contact center, from its daily operations to its long-term strategic success. Ensures that service levels are consummate with industry standards for responsiveness, quality, cost and most importantly, customer satisfaction. This role will define and execute effective contact center management practices to increase revenue, enhance efficiencies and improve service quality.

    The Golden Difference. How are we different from other companies?

    • Medical, Dental, and Vision insurance for no cost on employee-only plans; 75% of premium coverage when enrolling dependents
    • Employee Stock Ownership Plan (You're part owner of GCC)
    • 401k retirement contribution with company matching up to 3.5%
    • 10 days of paid vacation, 6 days of paid sick time plus holidays
    • Massive room for professional growth and results-based pay increases
    • Actually fun virtual & in-person events 

    What You’ll Be Doing:

    • Provides leadership, strategic direction and oversight for contact center operations to include fiscal accountability, effective use of staff, and other resources.
    • Creates strategic plan for contact center operations that ensures the needs of customers and the organization are met. Provide the scalability required for planned, continued growth, including the sourcing of new software and hardware.
    • Through collaboration with senior leadership ensures changes in the delivery system are incorporated into contact center operations ensuring the needs of the organization and customers are addressed appropriately.
    • Plan, direct and oversee the implementation of effective business practices, including; development of contact center policies, goals, objectives and procedures and ensure operational excellence at all levels.
    • Promote a high energy and high-performance environment that recognizes and rewards achievement and retains team members.
    • Develop strategic and tactical goals and objectives; continually evaluate the effectiveness of performance metrics in order to ensure the desired program outcomes/goals are attained.
    • Facilitate activities with related department leaders and stakeholders, provide leadership to subordinate employees, and ensure advocacy at all levels of operations.
    • Develop and adhere to management protocols and accountabilities to ensure the timely and thorough execution of Operations strategies.
    • Develop and monitor benchmark standards in order to improve customer satisfaction and service levels.

    Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

    • Excellent relational skills and ability to get things done through teamwork, persuasion, and influence.
    • Demonstrated diplomacy and patience skills in interacting with consumers and colleagues.
    • Proven ability to use data analytics to drive operational, quality and financial performance in accordance with system established goals.
    • Technical acumen required to assess software and systems required to support company needs; the ability to identify technical requirements, monitor workforce software and adjust staffing according to volume is necessary.
    • Superior written and oral communication skills; ability to persuasively present and communicate to support business objectives.
    • Excellent work ethic, leadership skills, interpersonal and organizational skills.
    • 10-15 years’ experience in contact center management, leading the day-to-day operations of a 500 person multi-state operation.
    • Demonstrated track record of identifying operational gaps and challenges with practiced ability to implement or recommend solutions, interpret, and apply policies and procedures, deal diplomatically with others, take responsibility and consistently act with integrity.
    • Significant experience motivating and inspiring employees in a large (500 ) contact center environment with an emphasis on training and detailed metrics/measurement.
    • Travel, as needed.
    • Master’s degree, preferred.
  • 9 Days Ago

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Contact center specialist
  • USU Credit Union
  • Orem, UT FULL_TIME
  • Full-time (40 Hours) WHO WE ARE Goldenwest Credit Union is a premier non-profit financial cooperative providing exceptional member service to our members in Utah and Idaho. Our employees earn a guaran...
  • 2 Days Ago

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Contact Center Representative
  • Jordan Credit Union
  • Sandy, UT FULL_TIME
  • Jordan Credit Union seeks an employee who cares about the financial needs of our members and will do everything they can to make our member's day better. He/She must find satisfaction in serving other...
  • 7 Days Ago

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Contact Center Associate
  • Serenity Healthcare
  • Lehi, UT FULL_TIME
  • Trigger Warning: Working with suicidal patients, listening to trauma from PTSD patients, and having responsibility to support these patients may be triggering for some people. Contact Center Associate...
  • 10 Days Ago

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Contact Center Agent
  • Serenity Healthcare
  • Lehi, UT FULL_TIME
  • Contact Center AgentOnsite - Lehi, UT Are you ready to make a real impact and bring a breath of fresh air to the world of healthcare? Join the Serenity Healthcare team, a mission-driven company that p...
  • 17 Days Ago

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Contact Center Supervisor
  • Serenity Healthcare
  • Lehi, UT FULL_TIME
  • Contact Center SupervisorLocation: Lehi, UTAre you prepared to lead a team that transforms lives and revolutionizes the customer experience? Serenity, a healthcare technology leader, is in search of a...
  • 2 Months 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

Utah is known for its natural diversity and is home to features ranging from arid deserts with sand dunes to thriving pine forests in mountain valleys. It is a rugged and geographically diverse state that is at the convergence of three distinct geological regions: the Rocky Mountains, the Great Basin, and the Colorado Plateau. Utah is one of the Four Corners states, and is bordered by Idaho in the north, Wyoming in the north and east; by Colorado in the east; at a single point by New Mexico to the southeast; by Arizona in the south; and by Nevada in the west. It covers an area of 84,899 sq mi ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Director jobs
$163,964 to $244,420

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