Contact Center Director jobs in New Jersey
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 Training Specialist
- Hackensack Meridian Health
-
Neptune, NJ
FULL_TIME
-
Overview:Our team members are the heart of what makes us better.
At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.
Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.Responsibilities:
The Contact Center Training Specialist ensures outstanding service to our patients by developing and delivering all training programs for the Patient Access Center including customer service skills, policies and procedures and all relevant systems and platforms. This role will serve as a facilitator who is dedicated to the teaching, development and retention of new and existing team members. Perform assorted administrative or operational functions such as assisting in the research and development of multi-media training materials and maintaining a training calendar and database. Responsibilities include onboarding of new hires, initial training, residual and advanced skill training. Responsible for retraining and cross-training of existing staff onto new programs. This work includes competency development and ensuring ongoing competency of staff.A day in the life of a Contact Center Training Specialist at Hackensack Meridian Health includes:
- Develop and facilitate training programs to ensure that all Patient Access Center staff have the skills and information they require to meet the needs of our patients.
- Develop and maintain new hire orientation training and guidelines for all positions in Access Center to ensure successful on-boarding.
- Ensure that proper ongoing training, development and support of personnel takes place and ensure their knowledge of the Company's policies and procedures, appointment availability, lines of business, services provided, and other significant information delivered to patients.
- Collaborates with medical offices, hospital departments and Digital Technology Services to ensure that all business requirements are identified and reflected in training materials so that customer service standards are consistently achieved.
- Works closely with DTS and Telecom technical support staff to maintain expertise on all related systems / applications / databases / phone & recording software.
- Continuously review existing processes and research new ones for possible automation improvements or enhancements.
- Provides pre- and post- training competency tests to ensure team members have acquired knowledge and/or skill(s) to perform job roles and responsibilities.
- Proactively seek to learn best practices and/or techniques other call centers use to increase performance and provide excellent customer service.
- Design and implement leadership training and performance goals for Call Center Supervisors and Team Leads in order to improve skills and professional growth.
- Manages the class climate with ground rules and ensures learning environment is open, engaging, challenging, and geared to an adult audience
- Other duties as assigned.
- Adheres to the standards identified in the Medical Center's Organizational Competencies.
Education, Knowledge, Skills and Abilities Required:- Bachelor's degree and/or 5 years experience in high-volume, multi-skilled and multi-site Contact Center required.
- Minimum of 2 years experience leading training including training/facilitation experience, preferably in a classroom or large audience setting.
- Must be competent in the use of PCs, phones, software applications, and office equipment
- Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers.
- Strong presentation, verbal and written skills
- Excellent computer skills with proficient use of tools to create engaging presentations and work aids to be used either in-person or in virtual training environments.
- Must be self-motivated, innovative, and flexible to cover morning, evening, and weekend shifts, as needed.
- Ability to manage and prioritize multiple priorities in a dynamic fast paced environment.
- Ability to adapt to a flexible work style, and ability to work within a diverse team.
- Maintains a working knowledge of applicable Federal, State and local laws and regulations, HMH Compliance Program, Standards of Conduct, as well as other policies in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
- Excellent written and verbal communication skills.
- Proficient computer skills including but not limited to Microsoft Office and Google Suite platforms.
- Must have good problem solving skills; ability to approach problems logically and troubleshoot.
- Must have good time management skills; multitasking, prioritizing to accomplish multiple tasks with multiple deadlines.
- Ability to adjust training to meet individual learning styles and needs.
- Contributes to a positive departmental image by exhibiting professionalism, adaptability, teamwork, and mutual respect.
- Supports and participates in a collaborative team-oriented environment.
- Understands and communicates the department's vision to team members.
- Identifies and actively drives team changes, staffing and training needed to support needs.
Education, Knowledge, Skills and Abilities Preferred:- Experience in Healthcare industry
- Experience with Epic
- Proven expertise with Cisco.
If you feel that the above description speaks directly to your strengths and capabilities, then please apply today! - Just Posted
Supervisor - Contact Center
- Hackensack Meridian Health
-
Neptune, NJ
FULL_TIME
- Overview: Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture r...
- Just Posted
Contact Center Agent
- Community Health Care Inc
-
Bridgeton, NJ
FULL_TIME
- JOB DESCRIPTION Position/Title: Contact Center Agent Reporting/Department Head: Contact Center Manager FLSA Status – Non-Exempt EEO Category – Service Worker ******************************************...
- 1 Day Ago
Contact center manager
- VBeyond Corporation
-
Jersey, NJ
FULL_TIME
- Title : Customer Experience Contact Center Strategy and Operations Manager Location : Jersey City, NJ Experience in Financial Services is require Summar y : We are looking for a Customer Experience St...
- 1 Day Ago
Contact Center Training Specialist
- HMH HOSPITALS CORPORATION
-
Neptune, NJ
FULL_TIME
- Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in c...
- 1 Day Ago
Contact Center Representative - Edison
- HMH HOSPITALS CORPORATION
-
Edison, NJ
FULL_TIME
- Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in c...
- 2 Days Ago
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- City of Gaithersburg, MD
-
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-
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Behavior Specialist
- Monroe-Gregg School District
-
Monrovia, IN
- Position Type: Student Support Services/LD/BD Resource Date Posted: 9/22/2023 Location: Monrovia Elementary School Date ...
- 6/1/2024 12:00:00 AM
Board Certified Behavioral Analyst (BCBA)
- Copperas Cove Independent School District
-
Copperas Cove, TX
- Position Type: Special Education Date Posted: 6/6/2023 Location: Special Education Date Available: 07/27/2023 Perform pr...
- 6/1/2024 12:00:00 AM
Overnight Operations Supervisor - EMT
- Butler Medical Transport LLC
-
Gwynn Oak, MD
- Our benefits package includes: Medical, Dental and Vision Benefits Life, Short/Long Term Disability, Accident and Critic...
- 6/1/2024 12:00:00 AM
Program Director - Personal Training
- Eau Claire YMCA
-
Davenport, IA
- - Program Director Personal Training Location Job Description The YMCA of the Iowa Mississippi Valley is seeking an ambi...
- 5/31/2024 12:00:00 AM
Engineer Intern - TN
- Phoenix Closures, Inc
-
Newport, TN
- JOB DESCRIPTION PHOENIX CLOSURES, INC. 975 Meridian Drive Aurora, IL 60504 INDEX NUMBER: 770112 POSITION SUMMARY: The En...
- 5/30/2024 12:00:00 AM
Direct Support Professional Supervisor
- The Opportunity Tree
-
Phoenix, AZ
- Job Type Full-time Description The Opportunity Tree Mission and Vision To provide quality individualized services to peo...
- 5/30/2024 12:00:00 AM
About New Jersey
New Jersey is bordered on the north and northeast by New York (parts of which are across the Hudson River, Upper New York Bay, the Kill Van Kull, Newark Bay, and the Arthur Kill); on the east by the Atlantic Ocean; on the southwest by Delaware across Delaware Bay; and on the west by Pennsylvania across the Delaware River.
New Jersey is often broadly divided into three geographic regions: North Jersey, Central Jersey, and South Jersey. Some New Jersey residents do not consider Central Jersey a region in its own right, but others believe it is a separate geographic and cultural area from the Nor...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Director jobs
$190,986 to $284,700
Most Popular Cities in New Jersey 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