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)
At Blue, we discover pathways to realize your possibilities. Our Contact Center Agent is responsible for leading and directing efforts to build and strengthen relationships with current members and prospects within our communities and assisting members through electronic channels. This position is accountable for designing robust member experiences and engagement by delivering appropriate service solutions, while supporting needs of the member base. Accountable for improving wallet share through proactive inbound and outbound efforts and ensuring a quality member experience through our service delivery. This position troubleshoots and resolves member concerns by clarifying issues, researches and explores alternative solutions and escalating unresolved problems to appropriate team member. This position also focuses on:
Experience: Under one year of similar or preparatory experience.
Education/Certifications/Licenses: A high school degree or equivalent
Interpersonal Skills: A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
Full Time Position
Starting Wage: $14.98 - $16.74.
Full Wage Range for Position: $14.10 - $21.15
Eligibility for employment is dependent on bondability, background and credit check.
For more information about being a Blue employee please check out these links for a glimpse at the culture and opportunities we strive to provide for our employees:
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At Blue Federal Credit Union, we don’t just accept difference – we celebrate it!
We are committed to providing an inclusive and welcoming environment for all our staff and members. Blue FCU is proud to be an equal opportunity workplace. We will consider applicants for this position without regard to any category protected by applicable federal, state or local law, including but not limited to race, color, religion, sex (including pregnancy), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. All employment decisions are made based on qualifications, merit, and business need.
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