Contact Center Director jobs in Portsmouth, OH

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)

Recently Added Contact Center Director jobs

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Director of Career Center Operations
  • Gateway Area Development District
  • Morehead, KY FULL_TIME
  • The Director of Career Center Operations manages and provides oversight for services and activities provided through the Kentucky Career Centers within the TENCO region, comprised of Bath, Boyd, Bracken, Fleming, Greenup, Lewis, Mason, Montgomery, Robertson, and Rowan Counties. The Director of Career Center Operations must maintain confidentiality.
     
    General Duties and Responsibilities: 
     
    Program Administration: Involves coordinating the service delivery of career center partners and service providers, facilitating the completion and implementation of the Memorandum of Understanding, analyzing customer flow, improving customer access to services, increasing awareness of Career Center Services, implementing federal, state, and local initiatives, and streamlining workforce services. This duty will consist of: 
    • Coordinate service delivery between multiple partner agencies and in a multi-center area;
    • Oversee and evaluate general operations such as Career Center hours and maintenance;
    • Implement federal, state, and local Career Center regulations, guidance, and initiatives;
    • Streamline services through common intake, referral procedures, team-based case management, and other initiatives identified through federal, state, or local guidance;
    • Evaluate the quality and quantity of services provided;
    • Develop, implement, and evaluate Career Center goals;
    • Convene and facilitate regular partner meetings by preparing agenda, discussion materials, data, and other items as required;
    • Coordinate with the Workforce Development Manager to ensure program goals are achieved and regulations are followed;
    • Assist with the development and implementation of the Memorandum of Understanding, Infrastructure Funding Agreements, and other Kentucky Career Center system agreements;
    • Oversee the Kentucky Career Center certification process for each center;
    • Evaluate performance data for each Kentucky Career Center and, if necessary, develop and implement methods for continuous improvement;
    • Present reports to the TENCO Workforce Development Board and Career Center Committee;
    • Request and assist in the development of electronic and hard copy outreach/promotional literature and activities;
    • Establish regular communication modes with all partners and front-line staff;
    • Ensure that each center and services are accessible for all customers;
    • Assist with the coordination of partnerships among agencies to ensure a holistic array of services are available without duplication;
    • Professionally represent the Kentucky Career Centers at meetings in the community and with other agencies and government officials;
    • Educate the community about Kentucky Career Center services;
    • Assist in the coordination and implementation of staff development;
    • Develop policies and procedures for the Kentucky Career Center system;
    • Ensure the Kentucky Career Centers have adequate resources to meet the needs of the customer; and
    • Ensure technology is utilized at its maximum potential in order to provide alternative avenues for service delivery.
    Public Relations: Involves facilitating and engaging in various levels of communications, maintaining contact with local government officials and administrative agencies, and participating in/speaking at community events. This duty will consist of:
    • Facilitate and engage in various levels of communication with other internal staff members, clients of the organization, members of the Board of Directors, members of the Workforce Development Board, advisory committees, and other public agencies;
    • Maintain regular contact with local government officials and administrative agencies;
    • Investigate and resolve complaints and concerns from customers with the Executive Director;
    • Build networks and collaborate with other organizations to implement the organization’s planning and development strategies;
    • Articulate and communicate the program’s regional and local impact to the Board of Directors;
    • Oversee or lead large group discussions, community outreach, and public involvement initiatives; and
    • Participate in community events and speak at local and regional meetings.
    Other Duties: Involves any other tasks and assistance needed to support the organization.
     
    Minimum Qualifications:
    Education: 
    • Bachelor’s degree or higher in a human services or business-related field from an accredited college or university. 
    • Experience may be considered in lieu of a bachelor’s degree if experience is directly related to workforce services.
     
    Certification and Trainings: 
    • Valid driver’s license required. Additional certifications may be required upon hiring. Employees may be expected to attend professional development trainings relating to specialties. 
     
    Experience: 
    • Entry Level Position. One (1) or more years of related work experience and/or related internship required; two (2) years of related experience and/or related internship preferred. 
     
    Physical Requirements:
                                                                                                                                               
    • Sit for extended periods of time; stand and walk for extended periods of time; reach, stoop, crouch, and bend; ascend/descend ladders; fine motor skills; operate a vehicle; and ability to lift and carry 30 pounds.
     
    Sensory Requirements:
     
    Sight; Hearing; Speaking
     
    Working Conditions:
     
    Indoor office conditions; requires intermittent standing, sitting, or stooping; work requires consistent use of computer and phone systems as well as other general office equipment; and frequent interruptions. 

    Availability and Travel:
     
    Normal business hours; nights/weekends (special events/training/local meetings); and travel within region and state.
     
    Tools, Equipment, and Vehicle Use:
     
    Standard office equipment (computers, printers, scanners, phones, etc.); and fleet/personal vehicle(s).
     
    Knowledge, Skills, and Abilities:

    Knowledge: 
    • Local businesses and industries; 
    • Employment and training laws, Civil Rights laws relating to employment, education and training, and the Americans with Disabilities Act; and 
    • Non-profit operations, organizations, functions, and challenges.
    Skills: 
    • Oral and written communication with diverse populations;
    • Microsoft Office Suite (Word, PowerPoint, Excel);
    • Attention to detail;
    • Use of computers and other office equipment;
    • Reasoning, problem-solving, and organization;
    • Analytical skills;
    • Establishing and sustaining interpersonal relationships; and
    • Organizing and maintaining accurate files and records.
    Abilities:
    • Be present and punctual;
    • Provide services in a professional manner and maintain constructive working relationships;
    • Work in a fast-paced environment;
    • Analyze data and formulate policies and procedures;
    • Prioritize work and meet deadlines;
    • Work under stressful situations with patience and tact;
    • Flexible in scheduling;
    • Teamwork;
    • Maintain confidentiality; 
    • Project a good image and friendly personality when greeting callers/visitors; and
    • Establish and maintain effective working relationships with co-workers, officials, and the public.
  • 23 Days Ago
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Social Services Director
  • Piketon Nursing Center
  • Piketon, OH FULL_TIME
  • We are looking for a dedicated and passionate person with experience in long term care for our social services position. The primary purpose is to plan, organize, develop and direct operations of our ...
  • 8 Days Ago
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Market Chief Nursing Officer (CNO) at Meadowview Regional Medical Center and Fle
  • Watertown Regional Medical Center
  • Maysville, KY FULL_TIME
  • LifePoint Health Field OfficersDescription Lifepoint Health has an opportunity for a Chief Nursing Officer. The CNO will have oversight of Meadowview Regional Medical Center and Fleming County Hospita...
  • 4 Days Ago
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Food Preparation Center Coordinator
  • kypersonnelcabinet
  • Morehead, KY FULL_TIME
  • Food Preparation Center Coordinator5452330038315
  • 22 Days Ago
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Call center customer
  • Big Sandy Superstore
  • Franklin, OH FULL_TIME
  • Call Center Customer Service Representative Big Sandy Superstore was recently named One of America's Fastest Growing Home Furnishings Retailers! Our call center customer service representatives are an...
  • 26 Days Ago
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Therapy Director
  • Pavilion at Piketon Nursing and Rehabilitation
  • Piketon, OH FULL_TIME
  • NEW DAILY PAY OPTION - after first billing cycle! Now Hiring: Therapy Director The Pavilion at Piketon for Nursing and Rehabilitation 7143 US-23, Piketon OH 45661, USA Join the team of dedicated healt...
  • 17 Days Ago
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0 Contact Center Director jobs found in Portsmouth, OH area

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Human Resources Generalist
  • Addiction Recovery Care
  • Ashland, KY
  • Are you looking for the best place to work? Join Addiction Recovery Care, LLC (ARC) which was selected as one of the 202...
  • 4/26/2024 12:00:00 AM
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A
Human Resources Generalist
  • Addiction Recovery Care
  • Ashland, KY
  • Are you looking for the best place to work? Join Addiction Recovery Care, LLC (ARC) which was selected as one of the 202...
  • 4/26/2024 12:00:00 AM
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CT Tech (Full Time) - 7042
  • Cabell Huntington Hospital/St. Mary
  • Huntington, WV
  • Job Description St. Mary's Medical Center is currently seeking a Full time CT Tech.Under the administrative direction of...
  • 4/24/2024 12:00:00 AM
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Licensed Therapist
  • Pinnacle Treatment Centers
  • South Shore, KY
  • Overview: We offer competitive salaries, full benefits package, Paid Time Off, and opportunities for professional growth...
  • 4/23/2024 12:00:00 AM
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Licensed Therapist
  • Pinnacle Treatment Centers
  • Chillicothe, OH
  • Overview: M-F 6a-2:30p and rotating Saturdays 6a-10a We offer competitive salary, full benefits package, Paid Time Off, ...
  • 4/23/2024 12:00:00 AM
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Technical Writer, Sr./Principal (HR-5705)
  • Fluor Bwxt Portsmouth Llc
  • Piketon, OH
  • Technical Writer, Sr./Principal (HR-5705)Tracking Code HR-5705 Job Description Technical Writer, SeniorJob Code:TECHWRIT...
  • 4/23/2024 12:00:00 AM
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About Portsmouth, Ohio

Portsmouth is a city in and the county seat of Scioto County, Ohio, United States. Located in southern Ohio 41 miles (66 km) south of Chillicothe, it lies on the north bank of the Ohio River, across from Kentucky, just east of the mouth of the Scioto River. The population was 20,226 at the 2010 census. Portsmouth is at the confluence of the Ohio, Scioto, and Little Scioto rivers. It is a midway point among four major cities: Charleston, West Virginia, Cincinnati and Columbus, Ohio; and Lexington, Kentucky, each of which are approximately ninety miles away (roughly a two-hour drive). Much of t...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Director jobs
$158,668 to $236,529
Portsmouth, Ohio area prices
were up 1.3% from a year ago
View detail

What does a Contact Center Director do?

Contact Center Director in New Brunswick, NJ
Training support, course schedules, registration, and driving directions to ABB training centers.
December 27, 2019
Contact Center Director in Dayton, OH
Donna Frithsen VP of Institutional Advancement Executive Director, Purchase College Foundation.
December 17, 2019
Contact Center Director in Madison, WI
When customers call a business on the phone for support, the call center is where they land.
January 06, 2020