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)
Description
What does a Contact Center Supervisor Do?
As the Contact Center Supervisor, your role is pivotal in orchestrating resources and performing key leadership tasks. These tasks include service level adherence, case management, customer de-escalation, and quality control for our clients’ products and services. You will also coordinate the activities of our dedicated contact center representatives, ensuring an unparalleled customer experience and fostering the continuous development of our team. Your leadership will be instrumental in driving our contact center’s success and maintaining the highest standards of service for our clients.
Payrate: $20 per hour
Schedule: Monday-Friday; 11am-7pm, with rotating Saturdays (at least once a month)
Location: Onsite at our Bristol PA location.
Benefits: Full Time benefits eligible including Medical, Dental, Vision, Time Off, Wellness Program, Retirement, and more.
Responsibilities:
Requirements
Employment is contingent upon completing and passing a background & live scan check. MetaSource is an equal opportunity employer.
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