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 Opening: Contact Center Specialist
Join Greenville Federal Credit Union as a Contact Center Specialist and step into a dynamic role where your communication skills will shine! This exciting position offers the opportunity to be a key player in assisting our members with their financial needs. As a Contact Center Specialist, you will have the chance to provide exceptional service, build relationships, and make a positive impact on our members' lives.
If you are passionate about customer service and enjoy working in a fast-paced environment, this role is perfect for you. Don't miss out on this rewarding opportunity - apply today!
DAY TO DAY AS A CONTACT CENTER SPECIALIST
As a Contact Center Specialist at Greenville Federal Credit Union, you will play a pivotal role in delivering exceptional member service. By answering incoming calls promptly and efficiently, you will be the first point of contact for our members seeking assistance with a range of account services, from processing transactions to addressing inquiries. Your ability to multitask and leverage technology effectively will be key to succeeding in this position. With a strong focus on educating members about our various products and services, you will have the opportunity to make a real difference in meeting their financial needs.
WHAT WE'RE LOOKING FOR IN A CONTACT CENTER SPECIALIST
To excel as a Contact Center Specialist at Greenville Federal Credit Union, candidates should demonstrate proficiency in utilizing essential software tools like MS Word, Excel, and Outlook. A minimum of one year of service or sales experience in a retail or contact center setting is required, showcasing the ability to handle customer inquiries effectively. A high school diploma or GED equivalent is necessary to meet the educational requirements for this role.
Excellent communication skills are paramount, as candidates must interact with members in a clear, concise, and professional manner. The ability to articulate complex financial information in an accessible manner and address member needs with empathy and understanding will be essential to succeed in this dynamic position.
A LITTLE ABOUT US
Greenville Federal Credit Union offers a competitive benefits package, including generous PTO, holiday pay, on-demand pay, affordable medical and dental plans, a wide array of ancillary insurance products, a competitive 401-k plan with a generous match, and a friendly work environment that emphasizes service excellence.
Greenville Federal Credit Union is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, veteran status, or any other basis protected by federal, state, or local law.
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