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 BayCare, we are proud to be one of the largest employers in the Tampa Bay area. Our network consists of 16 community-based hospitals, a long-term acute care facility, home health services, outpatient centers and thousands of physicians. With the support of more than 30,000 team members, we promote a forward-thinking philosophy that’s built on a foundation of trust, dignity, respect, responsibility and clinical excellence.
Summary:
The Contact Center Specialist provides an outstanding and differentiating customer experience by understanding and responding appropriately to stated and unstated customer needs. This includes communicating in a professional manner while utilizing all available resources and technology in service to both internal and external customers such as patients, their support team, and the interdisciplinary care team. The Contact Center Specialist must deliver effective, customer-centric support across multiple channels of communication (i.e., phone, email, and chat) while supporting all contact center programs. To maintain current knowledge of BayCare and contact center processes, the team member in this role is expected to continue learning, developing, and building on the foundational skill set of a Contact Center Specialist, which include problem solving, emotional intelligence, ability to use positive language, knowledge of the patient menu, and knowledge of therapeutic foods, nutrition supplements, and therapeutic diet orders. The Contact Center Specialist collaborates remotely with various food service operations to better serve our patients. The Contact Center Specialist receives regular feedback from the supervisor; the team member in this role must be receptive to this feedback and willing to hone skills and enhance performance on a continual basis. This role offers value to BayCare by providing superior customer service through the contact center while enabling BayCare to offer world class hospitality experience to its customers seeking support with meal service. This position is in a contact center environment and schedules may include morning, evening, and/or weekend work. Required Specific Skills are: Active Listening; Adaptability; Conflict Resolution; Creativity; Decision-making; Dependability; Effective Communication; Empathy; Organization; Knowledge of Product; Basic Computer Skills (word, excel, outlook); and Willingness to Learn.
Minimum Qualifications:
BayCare Health System, Food And Nutrition Services-MPM
Location: Morton Plant
Status: Full Time, Exempt: No
Shift Hours: Varies
Shift: Shift 4
Shift 1 = Days, 2 = Evenings, 3 = Nights, 4 = Varies
Weekend Work: Every
On Call: No
How often will this team member be working remotely? Always
Equal Opportunity Employer Veterans/Disabled
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