Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
At Community First Bank of Indiana (CFB) we set our intentions to serve and give our best to others each day. Our mission? We partner with you to build a better future. Ready to get started?
As part of our team, you’ll be empowered through the bank’s investment in employee education to continuously grow as a professional. We invite you to join our team of trusted, local bankers that leave our communities saying, “We’ve never been treated like that by a bank.” CFB is proud to have been named a Best Place to Work in Indiana for 8 consecutive years by the Indiana Chamber of Commerce. And, we’re always looking for the best and brightest to join our team.
Benefits:
Title: Contact Center Manager
Objective: As a Contact Center Manager, you will play a crucial role in overseeing the daily operations of our bank’s call center. Your responsibilities will include managing a team of call center representatives, ensuring exceptional customer service, and resolving any issues that arise.
Classification: This position is a Full-Time Exempt position who reports directly to the COO.
Location: Kokomo – Main Branch Downtown
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Education and Experience:
CFB provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.