Contact Center Quality Manager jobs in Baton Rouge, LA
Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Recently Added Contact Center Quality Manager jobs
Contact Center Specialist
- Essential Credit Union
-
Baton Rouge, LA
FULL_TIME
-
Contact Center Specialist
Position Purpose
Responsible for explaining and cross selling Credit Union services and products to existing and potential members to establish account relationships. Responsible for responding to members requests, inquiries and/or problems relating to products, services, procedures applicable to both the depository and lending functions, and digital programs.
Duties and Responsibilities:- Receive member telephone calls originated in the contact center queue.
- Respond to members’ requests, inquiries, and problems.
- Verify information with member prior to disconnecting any calls/contact.
- Handle member contacts thoroughly and concisely.
- Monitor call volume and seek assistance during periods of high volume.
- Solve issues related to either depository or lending functions.
- Create member service requests for the Fulfillment Agent.
- Explain and cross sells Credit Union products and services to members and potential members.
- Recognize and consider the needs of the members to provide a superior online experience.
- Identify opportunities to strengthen members’ relationships through additional product and service offerings.
- Execute teller transactions, account transactions and loan transactions in a timely and accurate manner.
- Support Credit Union service initiatives such as online services.
- Stay abreast of services and product knowledge to handle most inquiries with minimum supervision.
- Maintain productivity log, member call back list, etc. according to expectations.
- Notify the Contact Center Assistant Manager or Manager if a problem, dispute, or complaint cannot be resolved at Contact Center Agent level.
- Maintain an open line of communications with Contact Center Manager and Assistant Manager on all member correspondence, outstanding issues, and department procedures.
- Maintain written procedures for position.
- Follow regulatory procedures in accordance with Federal and State Regulations
- Perform quality work within deadlines, with or without direct supervision, while adhering to company attendance policies.
- Knowledge of Bank Secrecy Act.
- Knowledge of Reg CC holds.
Major Accountabilities:- Receive member telephone calls originated in the contact center queue.
- Respond to members’ requests, inquiries, and problems.
- Verify information with member prior to disconnecting any calls/contact.
- Monitor call volume and seek assistance during periods of high volume.
- Create member service requests for the Fulfillment Agent.
- Execute teller transactions, account transactions and loan transactions in a timely and accurate manner.
NOTE: THE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE. IT MAY BE SUPPLEMENTED AS NECESSARY FROM TIME TO TIME
Job Specification
High school diploma required and some college level preferred.
Training Requirements:- Maintain working knowledge of Microsoft Office Products (word, excel, and office).
- Use of desktop and laptop computers.
- Working knowledge of other core systems.
- Annual training to ensure compliance with NCUA requirements, rules, and regulations.
Work Experience:- 1-2 years of previous experience in a financial institution setting.
- Six (6) months credit union member service experience.
Skills, Abilities, and Knowledge:- Ability to multi-task, write short correspondence, present information to the members, and cross sell Credit Union products and services.
- Problem solving and solid decision-making ability.
- Excellent written and verbal communication skills.
Physical Requirements
Perform primarily sedentary work on computer or laptop for an average of eight (8) hours per day. Must be capable of climbing/descending stairs in emergency situations. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.
Other Requirements
Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on confidential matters.
- 1 Month Ago
The Storage Center Associate Manager 8068
- THE STORAGE CENTER
-
Port Allen, LA
FULL_TIME
- Store #8068, Port Allen As an Associate Manager, you will responsible for assisting the Store Manager in the day to day operations of the storage facility. This position provides the opportunity to a ...
- Just Posted
Shift Manager
- West Quality Food Service, Inc.
-
Mccomb, MS
FULL_TIME
- Join the West Quality KFC/TACO BELL family and find a great career. This is a place where great people work together. At West Quality KFC/TACO BELL we realize the importance of every employee and the ...
- 1 Month Ago
Assistant Manager
- West Quality Food Service, Inc.
-
Mccomb, MS
FULL_TIME
- The Assistant Manager will assist with management responsibilities and ensure efficiency and quality of all operations within the restaurant. Responsibilities of this position include ensuring custome...
- 1 Month Ago
Shift Manager
- West Quality Food Service, Inc.
-
Baton Rouge, LA
FULL_TIME
- Join the West Quality KFC/TACO BELL family and find a great career. This is a place where great people work together. At West Quality KFC/TACO BELL we realize the importance of every employee and the ...
- 1 Month Ago
Assistant Manager
- West Quality Food Service, Inc.
-
Baton Rouge, LA
FULL_TIME
- The Assistant Manager will assist with management responsibilities and ensure efficiency and quality of all operations within the restaurant. Responsibilities of this position include ensuring custome...
- 1 Month Ago
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0 Contact Center Quality Manager jobs found in Baton Rouge, LA area
Customer Service Representative
- Healthcare Outsourcing Network, LLC
-
Baton Rouge, LA
- Job Description Job Description We are a company located in Wheat Ridge, Colorado with clients around the United States,...
- 4/24/2024 12:00:00 AM
Call Center Assistant Manager (IT Analyst 2)
- Louisiana State University
-
Baton Rouge, LA
- All Job Postings will close at 12:01a.m. CST (1:01a.m. EST) on the specified Closing Date (if designated). If you close ...
- 4/24/2024 12:00:00 AM
Account Representative
- Mariner Finance Llc
-
Baton Rouge, LA
- Are you a goal-oriented individual? Are you looking to start your career at an industry-leading consumer finance organiz...
- 4/24/2024 12:00:00 AM
Call Center Representative
- Contemporary Staffing Solutions
-
Baton Rouge, LA
- Job Description Job Description Contemporary Staffing Solutions is seeking an experienced Call Center Representative to ...
- 4/24/2024 12:00:00 AM
Client Services Associate
- Veritext Legal Solutions
-
Baton Rouge, LA
- Job Description Job Description Veritext is the global leader in legal litigation and deposition solutions providing the...
- 4/24/2024 12:00:00 AM
Customer Service / Inside Sales Specialist
- VSP Technologies
-
Baton Rouge, LA
- Job Type Full-time Description The Customer Support/Account Support Specialist is assigned to the Inside Sales Departmen...
- 4/24/2024 12:00:00 AM
FT Customer Service Representative - Work From Home>
- House of Rohl
-
Baton Rouge, LA
- [Call Center / Fully Remote] - Anywhere in U.S. / Up to $42K per year / Benefits - As a Customer Service Rep you'll: Han...
- 4/24/2024 12:00:00 AM
Professional Services Delivery Manager
- EDB
-
Baton Rouge, LA
- **A Little About Us** Innovative, collaborative minds wanted. The world loves Postgres. We envision a world where organi...
- 4/23/2024 12:00:00 AM
About Baton Rouge, Louisiana
Baton Rouge (/ˌbætən ˈruːʒ/ BAT-ən ROOZH; from French bâton rouge [bɑtɔ̃ ʁuʒ] (listen), meaning 'red stick') is the capital of the U.S. state of Louisiana. Located on the eastern bank of the Mississippi River, it is the parish seat of East Baton Rouge Parish, the most populous parish in Louisiana. It is the 99th most populous city in the United States, and second-largest city in Louisiana after New Orleans. It is also the 16th most populous state capital. As of the U.S. Census Bureau's July 2017 estimate, Baton Rouge had a population of 227,549, down from 229,493 at the 2010 census. Baton Rou...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$69,638 to $104,878
Baton Rouge, Louisiana area prices
were up 1.2% from a year ago
were up 1.2% from a year ago
What does a Contact Center Quality Manager do?
Contact Center Quality Manager in Somerset, NJ
Although we are good at making it look easy, quality customer service does not happen by chance.
December 17, 2019
Contact Center Quality Manager in Provo, UT
The call is flagged due to involving a refund, and the agent is required to meet with their quality manager.
February 11, 2020
Contact Center Quality Manager in Kingsport, TN
We're looking for talented people who will put our customers at the center of everything we do.
January 28, 2020