Top Contact Center Executive plans and 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 Top Contact Center Executive 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, Top Contact Center Executive develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Typically requires an advanced degree. Typically reports to top management. The Top Contact Center Executive manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. To be a Top Contact Center Executive typically requires 8+ years of managerial experience. Comprehensive knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Position: Contact Center Representative, Full-time
Location: Kaimuki Plaza: 3465 Waialae Avenue, Honolulu, HI 96816
Department: Contact Center
Job Summary: Performs Call Center responsibilities not limited to both teller services and member services for phone-in members in accordance with quality service objectives and credit union policies and procedures.
Minimum Qualifications: One (1) year certificate from college or technical school; six (6) months related experience and/or training; or equivalent combination of education and experience. Must have knowledge of and experience with customer service principles and practices, and administration and clerical processes. Six (6) months or more in a call center environment highly preferred.
Must be proficient in relevant computer applications and possess keyboarding skills. Must have experience in the usage of office equipment such as telephone, calculator, copier, fax, etc. Knowledge of PC (personal computer), Microsoft Windows, Word, Excel, and other software applications as applicable.
Credit must be in good standing. Must be bondable pursuant to §713.3(b) of the NCUA’s Rules and Regulations.
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