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)
Job Description
The Contact Center Team Leader is responsible for coaching and assisting Contact Center Agents in answering all incoming telephone calls, scheduling appointments, and directing them to the appropriate department or individual.
The Contact Center Team Leader approaches his / her tasks in a team-based care fashion that supports our Contact Center Agents to assist patients and their families in self-management, self-efficacy, and behavior change.
Supervision Exercised : Supports all Contact Center Agents
We offer :
Our Mission is to provide a quality, integrated healthcare home to the communities we serve
Qualifications
Education : Graduation from High School or equivalent required
Experience : One year general office experience required
Licensure / Certification : No licensure or certification is needed to be hired, although Contact Center Team Leaders must become credentialed through the Salud career ladders program in the time frame specified by Salud
Knowledge, Skills, and Abilities :
The application window is anticipated to close by 4 / 30 / 24
Additional Information
Salud Family Health Centers is an Equal Opportunity Employer. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race, color, religion, national origin, sex, disability, sexual orientation, gender identity, or any other applicable status protected by federal, state, or local laws.
All your information will be kept confidential according to EEO guidelines.
Last updated : 2024-03-31
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