Top Contact Center Executive plans and 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 Top Contact Center Executive 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, Top Contact Center Executive develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Typically requires an advanced degree. Typically reports to top management. The Top Contact Center Executive manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. To be a Top Contact Center Executive typically requires 8+ years of managerial experience. Comprehensive knowledge of the overall departmental function. (Copyright 2024 Salary.com)
If you work here, you belong here.
We hire employees whose core values match our own. We can train for competency, but if you’re also genuine, trustworthy, earnest, empathetic, and resourceful, we want you on our team.
Here, hierarchy doesn’t drive impact - all voices are sought out, heard, and respected. We are listeners, then doers.
Independent work is expected, but collaboration with compassionate accountability makes us all stronger. Working together, we all learn and grow.
What we offer
Under the direction of the Head of Member Service Center, the Member Service Center Operations Lead helps create an extraordinary member experience by serving as the lead on call center technology implementation, as well as ongoing improvements to existing technologies. This role contributes to enhancing the quality of service provided to members by contributing to the efficiencies of the department as the lead in supporting daily operations of the Member Service Center. Serves as a mentor and trainer to new hires and assists in the coaching and development of the team.
MSC Technology Solutions
Member Service Center Operations
Team Coaching & Leadership
Experience Oriented
Demonstrates a consistently positive and constructive attitude. Listens to members, internal and external, with empathy and respect. Provides options, alternatives, and solutions to meet the member's and teammates’ needs. Provides recommendations to manager to improve the internal and external member experience. Is authentic and transparent in all interactions.
Attention to Detail
Ensures accuracy in documentation and data; organizes and maintains an appropriate system of records, as necessary. Maintains high standards of accuracy despite pressing deadlines, considers excellence a fundamental priority.
Collaboration
Shares time, passion, and knowledge with others to ensure team success. Demonstrates awareness and respect of differences and appreciates and leverages the strength of others to accomplish goals. Listens to understand and respects the ideas of others even when differing from own. Promotes a high-trust, team-oriented environment within their workgroup and on projects that cross functional lines.
Dependability
Personally responsible; completes work in a timely, consistent manner; maintains a high degree of integrity; is committed to doing the best job possible; keeps commitments. Is honest, truthful and straightforward. Is regularly present and punctual; arrives prepared for work.
Please note: This position is eligible to work in a hybrid format (partially remote, partially in office) after 6 months.
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