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)
The Franklin Institute, the most visited museum in the Commonwealth of Pennsylvania, strives to be the world leader in promoting science and technology education and literacy through inspiring and engaging experiences that cultivate curiosity, critical thinking, and an understanding of the crucial role science plays in our lives.
At The Franklin Institute, we provide an environment that is as nurturing as it is dynamic. Our team-oriented approach allows for ample learning and career growth opportunities. We think you will find the Institute offers the ideal atmosphere in which to best use your skills and talents. We are eager for your input, ideas, and inspiration.
Position Description:
The Contact Center Manager is responsible for executing the daily operations of the Contact Center. This position will work closely with staff to ensure that every potential guest to The Franklin Institute (TFI) is prepared for an amazing visit!
This is achieved by guaranteeing both inbound and outgoing calls and emails to TFI are handled in a professional and efficient manner through training, coaching, and supervising the activities of all Contact Center staff members.
The Contact Center Manager is responsible for customer service for various audiences including members, school groups, and the public. This job will play a key role in the curation and sales of school and summer field trips. Additionally, they will resolve customer complaints and payment issues, review and send mailings and confirmations, and complete ticket orders.
The Contact Center Manager will also be responsible for:
Position Requirements
Status
To apply, please visit our Career Center. We look forward to hearing from you!
Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If much of this job description describes you, then please apply for this role.
The Franklin Institute is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.
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