Inbound Contact Center Manager manages inbound contact center agents and operations focusing on selling products or services. Develops standards and monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Manager implements sales and product training to ensure staff is updated on product and service offerings and standard customer response procedures. Sets and communicates operational policies and procedures. Additionally, Inbound Contact Center Manager may require a bachelor's degree. Typically reports to a director. The Inbound Contact Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be an Inbound Contact Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Location:
Brentwood, TN, US, 37027
Delek US Holdings, Inc. is a diversified downstream energy company with assets in petroleum refining, logistics, asphalt, renewable fuels, and convenience store retailing. We are hiring for the position of Director, HR Contact Center located in our Brentwood, Tennessee corporate office.
The Director HR Contact Center, is responsible for leading and improving the day-to-day customer service support for employees and prospective employees. They will ensure Tier 1 & 2 services are completed in an accurate, timely, and efficient manner and in full compliance with all legislative requirements and company policies. This role is responsible for monitoring service level agreements and driving continuous improvement by monitoring and communicating KPIs using our ServiceNow case management tool. They will be expected to manage the ongoing engagement, training, and development of the HR Service Center team members. This role will partner across all HR centers of excellence (COE’s) to maintain a thorough understanding of new programs and requirements and ensure the team is prepared to support as needed.
Come and #jointheenergy! We offer top-of-the-line benefits along with health premium reimbursements.
Role & Responsibilities:
Required Qualifications – Education, Skills & Experience:
Preferred Qualifications – Education, Skills & Experience:
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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law. Equal Opportunity Employer/Disabled/Veterans.
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