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)
Upper Lake Processing Services (ULPS) is a call center operation wholly owned and operated by the Habematolel Pomo of Upper Lake, a federally recognized Native American tribe located in Northern California. Our talented team provides call center support services to the Tribe’s flagship online lending brand, Uprova, and any future brands. Uprova is an industry leading lender that provides safe online personal loans that help people meet unexpected emergencies and cash-flow needs quickly and easily. Our talented team serves a critical role as the voice of the customer by providing world-class customer service to Uprova’s new and returning customers.
The ULPS team operates out of the company’s call center locations in Upper Lake, CA and Lenexa, KS. Employees receive training, competitive pay and benefits, monthly performance bonuses and 401(k) with a 4% match! The call center team is ambitious, forward-thinking, passionate and moves fast! Are you ready to grow with us?
Purpose of the Position: Provides solutions and superb service to client requests and needs via live phone calls, emails and/or chats.
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Indian Preference
Native American Indian preference shall apply to the position in accordance with Title VII of the Civil Rights Act of 1964 (42 U.S.C. 2000e-2(i)), regulations of the Office of Federal Contract Compliance Programs (41 C.F.R. 60-1.5(a)(7)), and/or other relevant laws. Applicants claiming Indian preference must submit verification of Indian eligibility with their application.
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