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 Summary:
The Arrowhead Area Agency on Aging (AAAA), a division of Arrowhead Regional Development Commission (ARDC), seeks a full-time Senior LinkAge Line (SLL) Contact Center Supervisor. This is a mid-level management position responsible for managing the daily operations of Senior LinkAge Line (SLL) direct services, supervision of staff, training, development, monitoring daily call volume, abandonment rate and service levels, and taking incoming calls as needed to ensure adequate phone coverage.
Position Requirements:
· Bachelor’s degree from an accredited college or university in a human services-related field, such as social work, nursing, psychology, public administration, gerontology or business/operations management and two-years of lead, supervisory and/or management experience in the human services field or contact center;
· OR six-years of experience providing employee supervision in the human services field.
Necessary Knowledge and Skills:
Exceptional oral and written communication skills; ability to motivate others; manage time well; ability to be adaptable and flexible; strong mentorship skills; excellent problem-solving skills and performance management skills.
Other Requirements:
· A valid driver’s license.
· This position must be able to work remotely at times. Sufficient high-speed internet, secure and password protected service is required.
Salary: $62,400-$70,000/year (based on qualifications and experience)
Location: Duluth, MN. Hybrid options available.
ARDC offers a competitive benefits package that includes health insurance (including family), as well as dental, life and disability insurance, vacation and sick time, holidays and more.
For a complete description, visit: https://ardc.org/careers/. Candidates must follow the application instructions listed on ARDC’s website to be considered.
Deadline to apply: Sunday, May 5, 2024
Job Type: Full-time
Pay: $62,400.00 - $70,000.00 per year
Benefits:
Schedule:
Ability to Relocate:
Work Location: Hybrid remote in Duluth, MN 55802
Clear All
0 Contact Center Director jobs found in Duluth, MN area