Contact Center Quality Manager jobs in Jacksonville, FL

Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)

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Contact Center Specialist Lead
  • EverBank N.A.
  • Jacksonville, FL FULL_TIME
  • Contact Center Specialist Lead
    The Contact Center Specialist Lead directly supervises Contact Center staff that provide outstanding customer service to the organization's customers. This job is responsible for overseeing the staffing schedule, training, and monitoring of key performance indicators to meet the requirements as outlined by internal standard operating policies. Through effective supervision, the Contact Center Specialist Lead contributes to high quality customer service and long-term retention of customers.

    Key Responsibilities and Duties
    • Establishes customer service work processes and standards in line with organizational customer service initiatives and goals.
    • Monitors inbound calls and queue, and tracks key performance indicators such as abandonment rate, calls completed, and customer satisfaction.
    • Coaches team members on client questions and assists with the most complex issues.
    • Monitors customer service calls to provide frequent feedback and conducts performance evaluations for employees in assigned group.
    • Forecasts future call volumes and creates employee work schedules to meet anticipated demands.
    • Conducts weekly team meetings to discuss weekly performance, significant developments, upcoming trainings and events, and staffing.
    Educational Requirements
    • Vocational and/or Technical Education Preferred
    Work Experience
    • 3 Years Required; 5 Years Preferred
    Physical Requirements
    • Physical Requirements: Sedentary Work

    Career Level
    4IC
    Requirements:

    Additional Information

    • This role will be a Team Lead on the Contact Center team that supports our Vendor Equipment Finance business

    Preferred Qualifications

    • Prior experience coaching and mentoring a team to improve in achieving their key performance indicators (KPIs)
    • Tenured experience working in a call center environment
    • Prior vendor equipment finance experience
    • Strong written and verbal communication skills

    Posting End Date: 4/26/24

    #LI-CE1

    #LI-HYBRID



    Req Benefits:

    EverBank is committed to the well-being of its associates. That's why we offer a comprehensive Total Rewards package commensurate with the position and job-related qualifications, skills and knowledge. EverBank strives to pay wages competitive with those prevailing in our geographic areas and industry.

    EverBank's Total Rewards package includes superior benefits such as, health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being.

    EverBank prohibits pay discrimination on the basis of any protected characteristic.

    EverBank may require a background check as a condition of employment. Qualified applicants with arrest and/or conviction records will be considered in accordance with applicable federal, state, and local laws and regulations, including, but not limited to, any laws and regulations specifically pertaining to banks and federal contractors.

    EverBank seeks priority referrals of protected veterans for jobs at all locations within the state.



    Compensation: $18 to $33
    Additional Details :

    EverBank provides nationwide banking services to consumer and commercial clients through a variety of channels, including online and mobile applications, as well as its Florida-based financial centers.

    VEVRAA Federal Contractor


    EverBank, N.A. is an equal opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, EverBank expressly prohibits discrimination, harassment and retaliation based on protected characteristics such as race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy, sexual orientation, gender, gender identity, gender expression, transgender status, marital status, national origin, ancestry, physical or mental disability, genetic history and information, or military or veteran status. Providing a safe, inclusive environment is a priority at EverBank and, consistent with that mission, EverBank considers all qualified applicants for employment regardless of protected status.

    We will not discharge or in any other manner discriminate against associates or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another associate or applicant. However, associates who have access to the compensation information of other associates or applicants as a part of their essential job functions cannot disclose the pay of other associates or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by us, or (c) consistent with our legal duty to furnish information.

    Machine Readable Files

    The Transparency in Coverage Final Rules require certain group health plans to disclose on a public website information regarding in-network provider rates and historical out-of-network allowed amounts and billed charges for covered items and services in two separate machine-readable files (MRFs). The MRFs for the benefit package options under are linked below:

    Machine Readable Files (MRFs) - Aetna

  • 1 Day Ago

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Contact Center Representative II
  • Florida State College at Jacksonville
  • Jacksonville, FL FULL_TIME
  • Florida State College at Jacksonville (FSCJ) is committed to our employees and is pleased to offer challenging and fulfilling careers, as well as an excellent benefits package. As part of FSCJ's overa...
  • 3 Days Ago

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Contact Center Representative I
  • Florida State College at Jacksonville
  • Jacksonville, FL FULL_TIME
  • Florida State College at Jacksonville (FSCJ) is committed to our employees and is pleased to offer challenging and fulfilling careers, as well as an excellent benefits package. As part of FSCJ's overa...
  • 13 Days Ago

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Contact Center Supervisor
  • Serenity Healthcare
  • Ponte Vedra Beach, FL FULL_TIME
  • Contact Center Supervisor Our customer care team is critical to our mission of helping people take back their lives from depression and anxiety. As a supervisor, you will support multiple physician pr...
  • 1 Month Ago

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Contact Center Representative II (Experienced)
  • MCI Careers
  • Orange, FL FULL_TIME
  • LOCATIONOrange Park, FL JOB TYPEFull-Time PAY TYPESHourly Bonus SALARY$13.10 - $17.10 / hour APPLICATION DETAILSNo Resume Required, On-site Interview POSITION OVERVIEW CALL CENTER REPRESENTATIVE II (E...
  • 15 Days Ago

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Contact Center Representative II (Experienced)
  • MCI Military Recruitment
  • Orange, FL FULL_TIME
  • POSITION OVERVIEW CALL CENTER REPRESENTATIVE II (EXPERIENCED) We are looking for experienced call center representatives to support inbound and outbound customer service and sales projects for a wide ...
  • 29 Days Ago

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0 Contact Center Quality Manager jobs found in Jacksonville, FL area

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Inbound Call Center Agent
  • MCI Military Recruitment
  • Orange Park, FL
  • POSITION OVERVIEW: ... --------------: ... POSITION RESPONSIBILITIES: WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO? In thi...
  • 4/25/2024 12:00:00 AM

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Customer Service Representative
  • MCI Careers
  • Orange Park, FL
  • LOCATION: Orange Park, FL JOB TYPE: Full-Time & Part-Time PAY TYPES: Hourly + Bonus SALARY: Commensurate BENEFITS & PERK...
  • 4/25/2024 12:00:00 AM

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Customer Service Representative
  • MCI Military Recruitment
  • Orange Park, FL
  • POSITION OVERVIEW: ... --------------: ... POSITION RESPONSIBILITIES: WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO? This p...
  • 4/25/2024 12:00:00 AM

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CALL CENTER REPRESENTATIVE (Full-Time & Part-Time)
  • MCI Military Recruitment
  • Orange Park, FL
  • POSITION OVERVIEW: CUSTOMER SERVICE REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS We are looking for Ca...
  • 4/23/2024 12:00:00 AM

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Bilingual Call Center Representative
  • MCI Military Recruitment
  • Orange Park, FL
  • POSITION OVERVIEW: BILINGUAL CALL CENTER REPRESENTATIVE SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS We are looking f...
  • 4/23/2024 12:00:00 AM

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Dealer Service Sales manager
  • TPH
  • Jacksonville, FL
  • Dealer Services Sales Manager Reporting To:VP of Dealer Services Direct Reports:Yes Status:Full-Time Exempt/Non-Exempt:E...
  • 4/22/2024 12:00:00 AM

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Contact Center Representative | Orange Park, FL
  • MCI Careers
  • Orange Park, FL
  • LOCATION: Orange Park, FL JOB TYPE: Full-Time PAY TYPES: Hourly + Bonus SALARY: $13.10 - $17.10 / hour APPLICATION DETAI...
  • 4/22/2024 12:00:00 AM

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Blended Contact Center Agent (Inbound & Outbound)
  • MCI Military Recruitment
  • Orange Park, FL
  • POSITION OVERVIEW: BLENDED CONTACT CENTER AGENT (INBOUND & OUTBOUND) We are looking for contact center agents to support...
  • 4/22/2024 12:00:00 AM

Jacksonville is the most populous city in Florida, the most populous city in the southeastern United States and the largest city by area in the contiguous United States. It is the seat of Duval County, with which the city government consolidated in 1968. Consolidation gave Jacksonville its great size and placed most of its metropolitan population within the city limits. As of 2017 Jacksonville's population was estimated to be 892,062. The Jacksonville metropolitan area has a population of 1,523,615 and is the fourth largest in Florida. Jacksonville is centered on the banks of the St. Johns ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Manager jobs
$69,345 to $104,436
Jacksonville, Florida area prices
were up 1.5% from a year ago

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