Contact Center Director jobs in Baton Rouge, LA
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)
Recently Added Contact Center Director jobs
Contact Center Specialist
- Essential Credit Union
-
Baton Rouge, LA
FULL_TIME
-
Contact Center Specialist
Position Purpose
Responsible for explaining and cross selling Credit Union services and products to existing and potential members to establish account relationships. Responsible for responding to members requests, inquiries and/or problems relating to products, services, procedures applicable to both the depository and lending functions, and digital programs.
Duties and Responsibilities:- Receive member telephone calls originated in the contact center queue.
- Respond to members’ requests, inquiries, and problems.
- Verify information with member prior to disconnecting any calls/contact.
- Handle member contacts thoroughly and concisely.
- Monitor call volume and seek assistance during periods of high volume.
- Solve issues related to either depository or lending functions.
- Create member service requests for the Fulfillment Agent.
- Explain and cross sells Credit Union products and services to members and potential members.
- Recognize and consider the needs of the members to provide a superior online experience.
- Identify opportunities to strengthen members’ relationships through additional product and service offerings.
- Execute teller transactions, account transactions and loan transactions in a timely and accurate manner.
- Support Credit Union service initiatives such as online services.
- Stay abreast of services and product knowledge to handle most inquiries with minimum supervision.
- Maintain productivity log, member call back list, etc. according to expectations.
- Notify the Contact Center Assistant Manager or Manager if a problem, dispute, or complaint cannot be resolved at Contact Center Agent level.
- Maintain an open line of communications with Contact Center Manager and Assistant Manager on all member correspondence, outstanding issues, and department procedures.
- Maintain written procedures for position.
- Follow regulatory procedures in accordance with Federal and State Regulations
- Perform quality work within deadlines, with or without direct supervision, while adhering to company attendance policies.
- Knowledge of Bank Secrecy Act.
- Knowledge of Reg CC holds.
Major Accountabilities:- Receive member telephone calls originated in the contact center queue.
- Respond to members’ requests, inquiries, and problems.
- Verify information with member prior to disconnecting any calls/contact.
- Monitor call volume and seek assistance during periods of high volume.
- Create member service requests for the Fulfillment Agent.
- Execute teller transactions, account transactions and loan transactions in a timely and accurate manner.
NOTE: THE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE. IT MAY BE SUPPLEMENTED AS NECESSARY FROM TIME TO TIME
Job Specification
High school diploma required and some college level preferred.
Training Requirements:- Maintain working knowledge of Microsoft Office Products (word, excel, and office).
- Use of desktop and laptop computers.
- Working knowledge of other core systems.
- Annual training to ensure compliance with NCUA requirements, rules, and regulations.
Work Experience:- 1-2 years of previous experience in a financial institution setting.
- Six (6) months credit union member service experience.
Skills, Abilities, and Knowledge:- Ability to multi-task, write short correspondence, present information to the members, and cross sell Credit Union products and services.
- Problem solving and solid decision-making ability.
- Excellent written and verbal communication skills.
Physical Requirements
Perform primarily sedentary work on computer or laptop for an average of eight (8) hours per day. Must be capable of climbing/descending stairs in emergency situations. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.
Other Requirements
Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on confidential matters.
- 1 Month Ago
Operations Director (Call Center)
- Global Healthcare IT
-
Baton Rouge, LA
FULL_TIME
- Essential Duties and Responsibilities: Manage continual process improvement by monitoring, refining, and optimizing workflow and processes with the goal of continuously improving overall effectiveness...
- 15 Days Ago
Call Center Operations Director
- Global Healthcare IT
-
Baton Rouge, LA
FULL_TIME
- Candidates will need Medicaid & Government experience to be considered. Job description Essential Duties and Responsibilities: Manage continual process improvement by monitoring, refining, and optimiz...
- 6 Days Ago
Call Center Operations Director
- Global Healthcare IT
-
Baton Rouge, LA
FULL_TIME
- Candidates will need Medicaid & Government experience to be considered. Job description Essential Duties and Responsibilities: Manage continual process improvement by monitoring, refining, and optimiz...
- 6 Days Ago
Assistant Center Director
- Mathnasium of South Baton Rouge
-
Baton Rouge, LA
PART_TIME,FULL_TIME
- Job Overview:We are seeking a highly motivated and experienced individual to join our team as an Assistant Center Director. As the Assistant Center Director, you will be responsible for overseeing the...
- 1 Month Ago
Gymnastics Director
- Leaps & Bounds Sports Center
-
Denham Springs, LA
FULL_TIME
- We provide gymnastics instruction to our community that builds confidence and develops safety skills in a student-centered environment. Every day is different, with opportunities to make lasting impre...
- 11 Days Ago
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0 Contact Center Director jobs found in Baton Rouge, LA area
Call Center Assistant Manager (IT Analyst 2)
- Louisiana State University
-
Baton Rouge, LA
- All Job Postings will close at 12:01a.m. CST (1:01a.m. EST) on the specified Closing Date (if designated). If you close ...
- 4/24/2024 12:00:00 AM
Executive Assistant -Vice Chancellor of Institutional Advancement & BRCC Foundation
- Baton Rouge Community College
-
Baton Rouge, LA
- **Executive Assistant -Vice Chancellor of Institutional Advancement & BRCC Foundation** Print (https://www.governmentjob...
- 4/24/2024 12:00:00 AM
Assistant/Associate Professor (Insect Systematics)
- Louisiana State University
-
Baton Rouge, LA
- All Job Postings will close at 12:01a.m. CST (1:01a.m. EST) on the specified Closing Date (if designated). If you close ...
- 4/23/2024 12:00:00 AM
Custodian 3
- Baton Rouge Community College
-
Baton Rouge, LA
- Custodian 3 Salary $2,123.00 - $3,822.00 Monthly Location Baton Rouge, LA Job Type Classified Job Number BRCC2192024 Dep...
- 4/23/2024 12:00:00 AM
Museum Educator & Public Programs Manager
- Louisiana State University
-
Baton Rouge, LA
- All Job Postings will close at 12:01a.m. CST (1:01a.m. EST) on the specified Closing Date (if designated). If you close ...
- 4/21/2024 12:00:00 AM
Office Coordinator- Student Services
- Louisiana State University
-
Baton Rouge, LA
- All Job Postings will close at 12:01a.m. CST (1:01a.m. EST) on the specified Closing Date (if designated). If you close ...
- 4/21/2024 12:00:00 AM
Transient-Special Events
- Louisiana State University
-
Baton Rouge, LA
- All Job Postings will close at 12:01a.m. CST (1:01a.m. EST) on the specified Closing Date (if designated). If you close ...
- 4/21/2024 12:00:00 AM
Project Manager I
- CDI Engineering Services
-
Baton Rouge, LA
- Overview: Together We Make Life Better. Our quality engineering, sustainable solutions and safety record inspire everyth...
- 4/20/2024 12:00:00 AM
About Baton Rouge, Louisiana
Baton Rouge (/ˌbætən ˈruːʒ/ BAT-ən ROOZH; from French bâton rouge [bɑtɔ̃ ʁuʒ] (listen), meaning 'red stick') is the capital of the U.S. state of Louisiana. Located on the eastern bank of the Mississippi River, it is the parish seat of East Baton Rouge Parish, the most populous parish in Louisiana. It is the 99th most populous city in the United States, and second-largest city in Louisiana after New Orleans. It is also the 16th most populous state capital. As of the U.S. Census Bureau's July 2017 estimate, Baton Rouge had a population of 227,549, down from 229,493 at the 2010 census. Baton Rou...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Director jobs
$165,098 to $246,114
Baton Rouge, Louisiana area prices
were up 1.2% from a year ago
were up 1.2% from a year ago
What does a Contact Center Director do?
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When customers call a business on the phone for support, the call center is where they land.
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