Contact Center Quality Manager jobs in North Carolina
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 Manager
- Fort Liberty Federal Credit Union
-
Liberty, NC
FULL_TIME
-
Contact Center Manager
Purpose:Provides quality sales and service to members through effective, efficient, and motivational leadership for the Contact Center's employees. Responsible for supervising, planning, organizing, coordinating, coaching, and managing all aspects of the Contact Center to ensure achieving goals and objectives. Coordinates with SVP Member to ensure staff is trained and adheres to all policies and procedures.Primary Duties and Responsibilities:- Responsible for sales, service, and operations of the Contact Center.
- Effectively leads staff to achieve stated duties, assignments, and department goals while supporting the Credit Union's mission.
- Serves as a primary escalation point for resolving member issues related to products and services.
- Effectively leads the sales function of the contact center and ensures staff achieves stated duties and goals. Motivates and trains staff to cross-sell products and services based on member needs.
- Ensures adequate staffing and schedule adherence to handle the calls, digital, and chat volume within service standards.
- Participates in recruiting, interviewing, and hiring of contact center staff.
- Provides sufficient staff training and ensures performance of job duties according to expectations, policies, and procedures.
- Regularly observes and scores staff performance through side-by-side and recorded evaluations. Provides appropriate coaching and initiates corrective action as necessary.
- Evaluate performance with key metrics (call waiting, not-ready-time, on-hold time, etc.)
- Effectively supervises and directs staff and/or resources to meet department goals.
- Maintains sufficient knowledge of and complies with organizational policies.
- Prepares performance reports by collecting, analyzing, and summarizing data and trends. Determines and takes appropriate action when needed.
- Evaluate and complete performance evaluations.
- Responsible for creating job aids pertaining to the contact center.
- recognizing the need for and development of new services or changes in existing services.
Other Duties and Responsibilities:- Participates and contributes toward identifying and evaluating state-of-the-art technologies that support and/or improve member experience.
- Contributes to the development and implementation of organizational strategic plans.
- Maintains professional and technical knowledge of emerging trends in Contact Center operations by attending educational workshops, reviewing professional publications, and participating in professional societies.
- Performs other functions as required by management
Minimum Qualifications:To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the minimum level of knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.Education and Training:- 2-year college degree or completion of specialized courses at a business or trade school.
- On an annual basis, is required to complete mandatory Bank Secrecy Act, OFAC, and Red Flag Identity Theft training.
Prior Experience:- 5 years of Credit Union or Banking experience with at least 2 years of supervisory or management experience, preferably in a financial institution's contact center.
Interpersonal Skills:A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing, or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.Other Special Skills and Abilities:- Strong verbal and written communication skills with the ability to communicate effectively with all levels of the organization.
- Positive and patient individual.
- Ability to resolve and de-escalate member product and service-related issues.
- Proficient in all aspects of CU operations, products, and services.
- Working knowledge of NCUA and other applicable federal/state regulations.
Physical Demands:The need for physical stamina is low to moderate.Working Conditions:Minimal adverse working conditions. Some fluctuations in temperature experienced in office setting. May need to work beyond normal working hours, pending organization needs. - 8 Days Ago
Contact Center Manager - 3624
- Coastal Credit Union
-
Raleigh, NC
FULL_TIME
- Job Title: Contact Center Manager Position Location: Raleigh, NC Your impact: As Coastal's Contact Center Manager, you'll have the opportunity to use your leadership and management skills to oversee t...
- 10 Days Ago
Contact Center Manager
- Coastal Credit Union
-
Raleigh, NC
FULL_TIME
- Job Title: Contact Center Manager Position Location: Raleigh, NC Your impact: As Coastal's Contact Center Manager, you'll have the opportunity to use your leadership and management skills to oversee t...
- 1 Month Ago
Contact center
- Slalom
-
Charlotte, NC
FULL_TIME
- This is a role with one of Slalom’s global teams we are open to hiring in many locations and travel will be required as needed by our clients. In today’s world, fast beats slow, and the secret to spee...
- Just Posted
Contact center
- Victra
-
Winterville, NC
FULL_TIME
- Why Join VICTRA Victra is the largest Verizon authorized retailer in the United States. Our mission is to connect people to life changing technologies that help change the world. Our credo, Every Gues...
- 1 Month Ago
Contact Center Intake Coordinator
- Gentiva
-
Mooresville, NC
PART_TIME
- Our Company Gentiva is an industry leader in hospice, palliative and personal home care. Our place is by the side of those who need us, offering physical, spiritual and emotional support to patients a...
- 19 Days Ago
Contact Center Quality Manager jobs at Popular Companies
Contact Center Operations Manager
- Semmes Murphey Clinic
-
Memphis, TN
- Job Type Full-time Description Semmes Murphey Clinic's mission is to deliver the best care for people suffering from neu...
- 4/26/2024 12:00:00 AM
Contact Center Operations Manager
- SPECTRAFORCE
-
Seattle, WA
- Title: Project/Program Manager Duration: 11 months with the high possibility of extension or conversion Location: Seattl...
- 4/24/2024 12:00:00 AM
Contact Center Manager
- Morgan Tanner & Associates
-
Fulton, MD
- Contact Center Manager Morgan Tanner & Associates focuses on connecting great people to great opportunities in the servi...
- 4/24/2024 12:00:00 AM
Contact Center Manager
- Stanford Federal Credit Union
-
Palo Alto, CA
- Job Description Job Description Member Care Team Manager Opportunity at Stanford Federal Credit Union!Were on a mission ...
- 4/24/2024 12:00:00 AM
Call Center Manager
- Godshall Recruiting
-
Duncan, SC
- Salary: $65K to $80K What is your perfect fit? Would you like a later start to the work day? Is a generous amount of PTO...
- 4/24/2024 12:00:00 AM
Contact Center Manager
- Stanford Federal Credit Union
-
Palo Alto, CA
- Job Description Job Description Member Care Team Manager Opportunity at Stanford Federal Credit Union! We’re on a missio...
- 4/23/2024 12:00:00 AM
Contact Center Manager I
- Wsfs Bank
-
Newark, DE
- Job Description WSFS Bank is currently seeking a Contact Center Manager I The Contact Center Manager I will provide lead...
- 4/23/2024 12:00:00 AM
Call Center Manager
- Skill Demand
-
Portland, OR
- Job Description Job Description Job Responsibilities: Relationship Management: Establish and maintain strong relationshi...
- 4/23/2024 12:00:00 AM
About North Carolina
North Carolina (/ˌkærəˈlaɪnə/ (listen)) is a state in the southeastern region of the United States. It borders South Carolina and Georgia to the south, Tennessee to the west, Virginia to the north, and the Atlantic Ocean to the east. North Carolina is the 28th-most extensive and the 9th-most populous of the U.S. states. The state is divided into 100 counties. The capital is Raleigh, which along with Durham and Chapel Hill is home to the largest research park in the United States (Research Triangle Park). The most populous municipality is Charlotte, which is the second-largest banking center in...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$70,371 to $105,982
Most Popular Cities in North Carolina for Contact Center Quality Manager Jobs
What does a Contact Center Quality Manager do?
Contact Center Quality Manager in Pierre, SD
This includes the day-to-day supervision of non-exempt team members in a high quality/high productivity environment.
January 08, 2020
Contact Center Quality Manager in Champaign, IL
Gain a holistic view of quality - Enjoy powerful, at-the-ready quality dashboards to see team and individual progress in real time.
January 17, 2020
Contact Center Quality Manager in Fargo, ND
Contrary to popular thought, quality control and quality assurance are not one in the same.
January 28, 2020