Contact Center Director jobs in Akron, OH

Contact Center Director 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 Contact Center Director 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, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)

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Contact center associate
  • WesBanco Bank Inc.
  • Uniontown, OH FULL_TIME
  • Job Title - Department

    Customer Service Associate - Contact Center

    Location

    This position is 100% remote within the Bank's footprint. Employee will work full time remote outside of a WesBanco location (may occasionally attend in person meetings, although primary functions of the role are performed remotely).

    Market

    Mid Atlantic

    Work Hours per Week

    37.5

    Requirements

    High school diploma or GED.

    Minimum of one year of banking or financial services in a customer service role preferred.

    Previous contact center experience preferred

    Job Description

    This position will work the following alternate shift :

    A 4 day work week that includes Saturday, Sunday, Monday and one other weekday to be determined. The hours for this shift will be 9 : 00am to 8 : 00pm.

    SUMMARY :

    The Customer Service Associate is a member of the WesBanco contact center. Responsible for responding to & resolving inbound customer requests related to bank products and services.

    Often the primary interaction a customer may have with the bank for support. Provides professional and courteous customer support.

    Customer inquiries are expected to be responded to and resolved within established department service levels.

    CUSTOMER SERVICE SKILLS :

    Willingness to provide a level of service which will clearly differentiate us from our competitors.

    Able to build and retain customer relationships against competition.

    Accepts ownership of the customer request and follows it through to resolution.

    Able to identify customer concerns or needs, resolve the inquiry or recommend best solution, expedite the correction or adjustment and follow up to ensure resolution.

    Partners with other departments to reach mutually satisfactory resolution of customer issues and to identify processes or procedures that can be changed to improve future customer experiences.

    INTERPERSONAL SKILLS :

    Professional demeanor in appearance, interpersonal relations, work ethic and attitude.

    Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner.

    Ability to work under pressure.

    Ability to be collaborative with co-workers and employees. Team player with a positive outlook.

    Ability to maintain confidentiality.

    ESSENTIAL DUTIES AND RESPONSIBILITIES :

    Learns and maintains knowledge of deposit, loan and digital banking services and other banking products.

    Consistently meets or exceeds agent metric standards for calls handled, adherence to schedule, ready / not ready time and customer satisfaction.

    Provides customer service via various communication channels (phone, chat and email).

    Quickly and accurately assesses the urgency of customer requests and prioritize accordingly.

    Quickly resolves customer issues and complaints involving both confidential and financial information.

    Serves as liaison between customers and other bank departments and vendors.

    Provides the bank with continual feedback about the usability of our services based on customer interactions.

    Performs general clerical duties and operates various departmental equipment, file, answer phones, take messages, and handle detail work.

    May be assigned other job duties and or responsibilities with or without prior notice.

    OTHER REQUIREMENTS :

    Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing.

    You will also be expected to complete all assigned compliance training in a timely manner.

    Ability to use a personal computer with experience using Microsoft Office products, web browsers and operating systems.

    Ability to type with speed and accuracy.

    Strong organizational and prioritizing skills.

    Strong time management skills.

    Able to multi-task in a fast-paced environment.

    Willingness to work a flexible schedule, with frequent adjustments to hours and able to work additional hours if needed.

    Ability to work outside of normal banking hours.

    Ability to work independently.

    Last updated : 2024-03-02

  • 23 Days Ago

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Optician - Contact Lens (Full Tme)
  • Davis Eye Center
  • Cuyahoga Falls, OH FULL_TIME
  • No optical experience is necessary; we have an excellent training program to equip you with the knowledge and skills to succeed! If you pride yourself on a positive attitude, and like a fun work envir...
  • Just Posted

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Optician - Contact Lens (Part Time)
  • Davis Eye Center
  • Cuyahoga Falls, OH PART_TIME
  • No optical experience is necessary; we have an excellent training program to equip you with the knowledge and skills to succeed! If you pride yourself on a positive attitude, and like a fun work envir...
  • 3 Days Ago

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Maintenance Director
  • The Pinnacle Rehabilitation and Nursing Center
  • Tallmadge, OH FULL_TIME
  • The Pinnacle Rehabilitation & Nursing Center is seeking an experienced Director of Maintenance for our Skilled Nursing Facility. Director of Maintenance experience in a Healthcare setting is strongly ...
  • 22 Days Ago

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Director of Operations
  • Recovery Center of Ohio, LLC
  • Akron, OH FULL_TIME
  • The Recovery Center of USA, LLC is an integrated behavioral healthcare management company dedicated to the treatment of addiction, substance abuse, primary care and mental health issues. We put behavi...
  • Just Posted

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Executive Director
  • Serenite Restaurant - The Recovery Center of...
  • Medina, OH FULL_TIME
  • Are you an experienced and visionary leader with a passion for making a meaningful impact in the recovery community? The Recovery Center of Medina County is seeking an exceptional Executive Director t...
  • Just Posted

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0 Contact Center Director jobs found in Akron, OH area

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Regional Vice President
  • LAZ Parking
  • Cleveland, OH
  • Want to hear something crazy? Cars only spend 5% of their time driving. Where do they spend the other 95%? PARKED! LAZ P...
  • 3/28/2024 12:00:00 AM

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Agency Director and Lead Designer
  • Topline Creative
  • Wadsworth, OH
  • Job Description Job Description Topline Creative is a startup and agile marketing agency that is backed by several manuf...
  • 3/28/2024 12:00:00 AM

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Domestic Abuse Case Manager- Sunday-Thursday 9am-5pm
  • Hope & Healing Survivor Resource Center
  • Akron, OH
  • Job Description Job Description Position Summary Provide case management, advocacy support, and community referrals to s...
  • 3/27/2024 12:00:00 AM

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Project Manager
  • Roofsmith Restoration, In
  • Akron, OH
  • Job Description Job Description Welcome to Roofsmith Restoration! If you’re looking for a company that values person and...
  • 3/26/2024 12:00:00 AM

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Executive Administrative Assistant
  • PrideStaff
  • Akron, OH
  • Job Description Job Description Administrative Coordinator Pay Rate: $20.00 - $25.00 DOE Hours: 8:00am - 4:30pm M-F Loca...
  • 3/26/2024 12:00:00 AM

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Director of Development, Case Comprehensive Cancer Center
  • Case Western Reserve University
  • Cleveland, OH
  • POSITION OBJECTIVE The Director of Development drives philanthropic revenue for the Case Comprehensive Cancer Center and...
  • 3/25/2024 12:00:00 AM

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Associate Director of Foundation Relations
  • Hospice of the Western Reserve
  • Cleveland, OH
  • SUMMARY The Associate Director of Foundation Relations is a key member of the HWR’s development team. The Associate Dire...
  • 3/25/2024 12:00:00 AM

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Senior Director of Development, MSASS
  • Case Western Reserve University
  • Cleveland, OH
  • POSITION OBJECTIVE The senior director of development will oversee the Jack, Joseph and Morton Mandel School of Applied ...
  • 3/24/2024 12:00:00 AM

Akron (/ˈækrən/) is the fifth-largest city in the U.S. state of Ohio and is the county seat of Summit County. It is located on the western edge of the Glaciated Allegheny Plateau, about 30 miles (48 km) south of Cleveland. As of the 2017 Census estimate, the city proper had a total population of 197,846, making it the 119th-largest city in the United States. The Greater Akron area, covering Summit and Portage counties, had an estimated population of 703,505. The city was founded in 1825 by Simon Perkins and Paul Williams, along the Little Cuyahoga River at the summit of the developing Ohio and...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Director jobs
$166,371 to $248,008
Akron, Ohio area prices
were up 1.6% from a year ago

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