What are the responsibilities and job description for the Contact Center Manager position at Interior Federal?
We are looking for a motivated individual to join our team as a Contact Center Manager at Interior Federal!
Key Responsibilities
Key Responsibilities
- Directs daily operations of the Contact Center, including hiring, training, performance appraisals, and overseeing outsourced call center operations.
- Develops and manages inbound and outbound strategies, ticketing, and chat systems, ensuring high-quality service.
- Manages phone system vendor relationships and troubleshoots phone issues.
- Handles escalated member issues and provides advice and solutions to member inquiries.
- Ensures regulatory compliance within the Contact Center, monitoring calls and tickets/chats for adherence to policies.
- Maintains accurate statistical records and dashboards of department activity.
- Experience: 2-5 years of similar or related experience.
- Education: A college degree or relevant work experience
- Skills: Excellent oral, written, telephone, and interpersonal communication skills. Ability to effectively deal with members, vendors, and staff. Ability to lift or pull up to 25 pounds and some travel required.
- Comprehensive Benefits: Competitive package including health, dental, and vision insurance, retirement plans, and more.
- Work-Life Balance: No weekend work required!
- Professional Growth: Education assistance and numerous opportunities for career advancement.
- Employee Perks: Enjoy employee discounts and loan discounts.
