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)
Salary Range : $20.14 - $28.17
$20.14 - $28.17
Depending on knowledge, skills, abilities and location. Certain level jobs may be eligible for bonus, commission, and / or equity awards. )
Posting Date : April 16, 2024
April 16, 2024
Benefits worth writing home about :
EO / AA Employer including Vets and Disabled.
Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements.
Job Description Summary :
The Contact Center Representative (Agent) is responsible for assisting customers with account research, problem solving, online banking access and debit card disputes.
Agent ensures timely and accurate resolution which may require collaboration with other departments. Agent communicates the status of the request with the customer if the issue is not resolved at first point of contact.
Agent is proficient with technology systems used to enroll and support customers with online banking, bill pay, mobile banking, debit cards, and the VRU.
Agent has excellent customer service skills and delivers a superior customer experience resulting in retention of existing customers and development of customer loyalty.
Agent responds to customer inquiries through multiple channels including telephone, email, web chat, and digital channels (including online, mobile and IVR).
Job Details : PRIMARY FUNCTIONS :
PRIMARY FUNCTIONS :
resolve User ID and password access issues; resolve bill payment issues within service level agreement standards.
QUALIFICATIONS :
PHYSICAL CONSIDERATIONS :
The person in this position is frequently required to sit and reach with hands and arms.
Area :
Customer Service (Sales)
Last updated : 2024-04-23
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0 Top Contact Center Executive jobs found in Tacoma, WA area