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)
Location: Non-remote, Onsite, Fort Wayne, IN
Contact Center Representative (CCR) Job Summary:
For over 80 years, MidWest America Federal Credit Union has been providing financial solutions for personal and business banking. Our mission statement is "We are committed to providing competitive, quality services for our members’ financial success."
The Contact Center Representative is responsible for providing courteous, efficient, and accurate member service in a fast-paced contact center environment. Fulfill member's requests via inbound/outbound calls. Be able to determine appropriate products and services for our Credit Union members, while continuing to honor our mission statement. Independent work, with assistance from the Contact Center team when needed.
Essential Elements of the Contact Center Representative:
Benefits:
401(k)
401(k) matching
Dental insurance
Paid Short & Long-Term Disability insurance
Health insurance
Paid life insurance
Paid time off
16 hours of paid volunteer time
Tuition reimbursement
Paid vision insurance
Loan rate discounts
Identity Theft Protection
Paid holidays (Federal holidays observed)
No nights/no weekends
Personal Time
Competitive pay
Comprehensive training provided by a dedicated training staff and Contact Center team member.
MidWest America Federal Credit Union is an Equal Opportunity Employer.
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