Contact Center Director 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 Contact Center Director 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, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Essential Functions & Responsibilities: | ||||||||||
- Welcomes members (via telephone) and completes transactions, within a reasonable period of time; with accuracy and equally sharing workload with other CCR's, while embracing and using the "Service Strategies" concepts. Opening accounts for new members and working to identify their perceived and unperceived needs, while maintaining absolute confidentiality, in regard to internal and external member information. | ||||||||||
- Professionally handle a large volume of inbound and outbound telephone calls. | ||||||||||
- Handle member account transactions with accuracy and a sense of urgency. | ||||||||||
- Work collaboratively with all internal members to resolve member inquiries in a timely and efficient manner. | ||||||||||
- To respond to all telephone and/or E-mail correspondences on the same day as they are received. Promote products and services via Sales Strategies, to meet or exceed department and company objectives; cross-selling. | ||||||||||
- On-line chat and e-mails, accurately input consumer loan applications (with assistance), answer basic questions, analyze credit reports, process banking transactions, quoting payoffs, setting up membership via on-line applications, troubleshooting on-line banking issues and set ups, and any job functions a "virtual branch" would handle. | ||||||||||
- Remain current, regarding TCU Products and Services, by previewing information provided. Seeking answers about such products and services and by participating in on-going training. Using knowledge of TCU products, services, and knowledge of operations to maintain and grow the membership by applying Sales Strategies that lead to, increased member loyalty through the use of both Service and Sales Strategies. Meet annual sales goal and maintain absolute confidentiality regarding member information. | ||||||||||
- Performs other duties, as assigned. | ||||||||||
Knowledge and Skills: | ||||||||||
Experience | * One year (1) to three (3) years of similar or related experience | |||||||||
* Experience in a Contact Center Environment, preferred | ||||||||||
* Previous Member/Customer Service, required | ||||||||||
* Financial Services experience, a plus | ||||||||||
* Previous Lending experience, a plus | ||||||||||
Education | A high school education or GED | |||||||||
Higher education, a plus | ||||||||||
Interpersonal Skills | Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others, inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, and/or soliciting cooperation. | |||||||||
Other Skills | * Sales Acumen | |||||||||
* Strong Computer Skills | ||||||||||
* Good Communication Skills | ||||||||||
* Detail Oriented | ||||||||||
* Multitasking | ||||||||||
* Problem-Solving Skills, essential | ||||||||||
* Organizational Skills | ||||||||||
* Attention to Detail | ||||||||||
* Basic Math Skills | ||||||||||
* Ability to work independently and/or part of a team | ||||||||||
* Spanish is a plus | ||||||||||
Physical Requirements | The ability to sit for extended periods of time | |||||||||
The ability to bend, twist, squat, and reach | ||||||||||
Work Environment | Non-member facing/fast paced/team oriented | |||||||||
**Triangle Credit Union is proud to be an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.** | ||||||||||
Clear All
0 Contact Center Director jobs found in Merrimack, NH area