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)
Description
COMPANY PROFILE
Del-One Federal Credit Union (Del-One) is a member-owned, financial cooperative and has been a part of the community for over 60 years. Del-One strives to be the members’ financial partner for life. Del-One staff work as member advocates; learning about their needs and wants and helping them to find ways to reach their financial goals. Del-One is more than just a full-service financial institution with over 11 branch locations throughout Delaware. It is an organization that also embraces the community it serves.
In addition to being Delaware’s largest credit union, Del-One has been recognized as a “Top Workplace” and “Best Credit Union” seven consecutive years. Del-One is strategically positioned to deliver on the organization’s brand promise of providing value to its membership through innovative product development and exceptional service. Del-One continues to create compelling career and professional development opportunities up and down the organization recognizing the success of the credit union is driven by the engagement and strength of the team.
POSITION PURPOSE
Responsible for handling a variety of member service calls in a prompt, professional, and courteous manner. Demonstrate a proactive approach to anticipating and resolving member concerns with the goal of exceeding each member’s expectations by addressing member questions and problems regarding a variety of products and services Completes and maintains related reports, records, and files. Cross sells Credit Union products and services and supports all functions within the Contact Center, advising and advocating for broad needs and interests of Del-One members
Requirements
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Assumes responsibility for the effective and professional completion of Contact Center representative functions.
Assumes responsibility for establishing and maintaining effective coordination and working relationships with coworkers and with management.
Assumes responsibility for related duties as required or assigned.
PERFORMANCE MEASUREMENTS
QUALIFICATIONS
EDUCATION/CERTIFICATION: High school graduate or equivalent
REQUIRED KNOWLEDGE:
EXPERIENCE REQUIRED: At least 1 year of experience in contact center environment; preferably in a financial institution
DESIRED SKILLS/ABILITIES:
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly
AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information
AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery
PHYSICAL STRENGTH: Sedentary work; sitting most of the time; exerts up to 10 lbs. of force occasionally
WORKING CONDITIONS
NONE: No hazardous or significantly unpleasant conditions
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables
MATHEMATICS ABILITY: Ability to perform basic math skills including adding, subtracting, multiplying, and dividing two digit numbers; the four basic arithmetic operations with money; and to use decimals to compute ratios and percent
LANGUAGE ABILITY:
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at will employer. Employees can be terminated for any reason not prohibited by law.
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