Contact Center Director jobs in Ohio
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)
Recently Added Contact Center Director jobs
Contact Center Representative
- MRA Recruiting Services
-
Dublin, OH
FULL_TIME
-
Company: BMI Federal Credit Union
Location: Dublin, OH
Position: Contact Center Representative
Please follow the link below to apply:
BMI Federal Credit Union strives to maintain a work environment free from discrimination where employees are treated with dignity and respect. All employees contribute to the Credit Union's commitment to equal employment opportunity. BMI Federal Credit Union does not discriminate on the basis of race, sex, gender identity, religion/creed, pregnancy, age, physical or mental disability, size or shape, marital status, national origin, genetics/genetic markers, military or veteran status, sexual orientation or any other characteristic protected by applicable laws. We adhere to these principles in all aspects of employment, including recruitment, hiring, placement, compensation, benefits, promotion, and discipline. We believe that by adhering to these policies we can cultivate a welcoming environment by embracing each individual's identities and abilities.
ABOUT THE ORGANIZATION BMI Federal Credit Union (BMI FCU) offers competitive pay and benefits including holiday pay, paid time off (PTO), a matching 401(k) plan, a robust wellness program, professional development, opportunities to help our community, health insurance (for full-time employees), and more. If you enjoy working for a smaller company and having the ability to positively affect an entire organization, then BMI FCU is the place for you.- For 14 consecutive years (2010-2023), BMI Federal Credit Union has been named a "Best Employer in Ohio" by the Best Companies Group, an independent organization that conducts a rigorous evaluation to identify and name the best employers in the state!***
EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity. BMI FCU maintains affirmative action programs to promote the employment opportunities of disabled individuals and covered veterans. Employees and applicants may request a review of appropriate portions of the BMI FCU Affirmative Action Program from the Human Resources Dept.
STARTING HOURLY RANGE: $17-$20.50
ABOUT BMI FEDERAL CREDIT UNION (BMI FCU):
BMI FCU is a not-for-profit, financial cooperative providing banking services to our member-owners. Our goal is simple - to improve the financial well-being of our members and our community.
For 14 consecutive years (2010-2023), BMI FCU has been named a "Best Employer in Ohio" by the Best Companies Group.
We offer competitive pay and benefits including holiday pay, paid time off (PTO), a matching 401(k) plan, professional development, opportunities to help our community, health insurance, a wellness program, and more. If you enjoy working for a smaller company and having the ability to positively affect an entire organization, then BMI FCU is the place for you!
POSITION SUMMARY: Responsible for answering member inquiries received through the telephone, email, or chat. Using technical skills and knowledge of products and services, this position will address issues, provide support, and offer information, to enhance the member experience. This position will perform all other related duties as assigned.
ESSENTIAL JOB FUNCTIONS:- Provide first contact via telephone or electronic messaging to build rapport with members, process requests, respond to inquiries and resolve issues with accuracy; inquiries including but not limited to:
- Account information, transfer requests, loan payments, withdrawals, Loyalty Reward level usage, check order and supplies, online banking services, stop payments, wire transfers, and penalties
- Assess situations, apply sound judgement and use troubleshooting skills to assist members
- Look for opportunities to introduce products and services to help members financially
- Develop and retain a broad range of knowledge of all Credit Union products and services, from both a technical and information standpoint
- Manage and utilize time efficiently to ensure service quality and member satisfaction
- Prevent possible disclosure of sensitive information to unauthorized individuals by verifying caller data utilizing differing sources as necessary
- Assist in online banking access including troubleshooting problems and errors for device and browser issues
- Research and assist with card problems (VISA, VISA debit and STAR) maintenance and problems including disputes and tokenization
- Take loan applications to submit to the Lending department
- Research ACH issues and locate originators
- Assist managers in operational process for opening and closing the Contact Center
- Follow-up with member related issues as needed
QUALIFICATIONS AND SKILLS REQUIREMENTS:- High school diploma or equivalent required
- 1-3 years of experience in a financial institution customer service environment; a viable combination of experience and education will be considered
- Understand and follow BMI FCU policies/procedures complying with federal regulations including but not limited to: Bank Secrecy act, Anti Money Laundering regulations, USA Patriot Act, Office of Foreign Asset Control, and Truth in Savings (National Credit Union Administration Part 707)
- Exceptional customer service skills
- Excellent communication (both verbal and written) and interpersonal skills
- Ability to balance multiple tasks and changing priorities with high attention to detail
- Strong analytical and problem-solving skills
- Ability to work effectively in a team environment
- Proficient in Microsoft Office with competencies in Excel, general computer programs, and general office equipment
- Have a elevated understanding of computer operating systems and browsers to assist members with online access and troubleshooting
- Basic math skills
- Possess a professional demeanor
- Ability to receive and maintain confidential information
- Knowledge of solution driven sales process
Must be able to meet the following physical requirements, with or without reasonable accommodation: 1) Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment; 2) Reach with hands and arms; 3) Talk and hear; 4) See and be able to read, write, and interpret text, and spreadsheets.
As an equal opportunity employer, BMI FCU does not discriminate in its employment decisions on the basis of race, religion, color, national origin, sex, pregnancy, childbirth and related conditions, lactation status, gender identity, sexual orientation, age, disability, veteran or military status, genetic information, or ancestry.
Position Requirements
SCHEDULE: 40 hours per week. Flexibility required to cover weekday shifts between 7:30am and 6:00pm, and rotating Saturdays 9:00am to 1:00pm
We Make it Easy
Founded in 1901, MRA is a nonprofit employer association that serves more than 4,000 employers, covering more than one million employees.
As one of the largest employer associations in the nation, MRA helps its member organizations thrive by offering the most comprehensive assortment of HR services, information, education, and resources to help build successful workplaces and a powerful workforce.
We partner with these companies working directly with their HR department and leadership to hire their talent. We are a direct line to the company, not an agency recruiter.
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dLnEcYJbrh - For 14 consecutive years (2010-2023), BMI Federal Credit Union has been named a "Best Employer in Ohio" by the Best Companies Group, an independent organization that conducts a rigorous evaluation to identify and name the best employers in the state!***
- Just Posted
Supervisor contact center
- Universal Screen Arts
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Hudson, OH
FULL_TIME
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Supervisor PBX - Contact Center
- METROHEALTH SOUTH CAMPUS
-
Cleveland, OH
FULL_TIME
- Location: MetroHealth Old Brooklyn Campus Biweekly Hours: 80.00 Shift: 8:00a - 4:30p The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of co...
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Contact Center Agent
- SmartFinancial
-
Columbus, OH
FULL_TIME
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Contact Center Assistant Manager
- MRA Recruiting Services
-
Dublin, OH
FULL_TIME
- Job Title: Contact Center Assistant ManagerCompany: BMI Federal Credit UnionLocation: Dublin, OHStarting Hourly Range: $25.50 - $32.00Schedule: Scheduling flexibility is required between 7:30 a.m. and...
- 1 Day Ago
Member Contact Center Representative
- Firefighters Community Credit Union (FFCCU)
-
Cleveland, OH
FULL_TIME
- Our OpportunityWe're hiring a full-time Member Contact Center Representative to join our growing team! This position is located at our Member Contact Center on St. Clair Ave, Cleveland, OH, 44114. Ide...
- 2 Days Ago
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About Ohio
Ohio /oʊˈhaɪoʊ/ (listen) is a Midwestern state in the Great Lakes region of the United States. Of the fifty states, it is the 34th largest by area, the seventh most populous, and the tenth most densely populated. The state's capital and largest city is Columbus.
The state takes its name from the Ohio River, whose name in turn originated from the Seneca word ohiːyo', meaning "good river", "great river" or "large creek". Partitioned from the Northwest Territory, Ohio was the 17th state admitted to the Union on March 1, 1803, and the first under the Northwest Ordinance. Ohio is historically know...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Director jobs
$170,423 to $254,048
Most Popular Cities in Ohio for Contact Center Director Jobs
What does a Contact Center Director do?
Contact Center Director in Erie, PA
It provides info relevant to small and large call centers.
January 03, 2020
Contact Center Director in New York, NY
Toward the end of the first 90 days, it may be time to initiate your vision for the center.
January 17, 2020
Contact Center Director in Macon, GA
The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.
January 26, 2020