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)
About the Role
The Contact Center Specialist will professionally handle customer transaction (phone, email, ITM, chat) requests in a timely, positive, and helpful manner. This person will perform various financial transactions and proactively educate customers on products and services that will meet their financial needs. This should be done in a timely, friendly, and satisfactory manner thereby delivering the best customer service to our current customers, potential customers, vendors, outside agencies and employee staff. Must be able to take initiative, accept responsibility, and work independently as well as being aware of, and part of a team environment. Have a high regard for detail, sensitivity/confidentiality regarding customer account information, and excellent interpersonal and communication skills.
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Job Type: Full-time
Pay: From $17.32 per hour
Expected hours: No less than 37.5 per week
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Work Location: In person