| Top Contact Center Executive |
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| Also referred to as: Top Contact Center Executive, Senior Director of Contact Center Operations, Top Call Center Executive, Vice President of Call Center Operations |
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| Requirements and Responsibilities |
| 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. 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. Develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Typically requires an advanced degree. Typically reports to top management. 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. Typically requires 8+ years of managerial experience. Comprehensive knowledge of the overall departmental function. |
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| Similar Jobs: Contact Center Director, Contact Center Manager, Contact Center Senior Manager, Contact Center Scheduler I, Inbound Contact Center Supervisor, Inbound Contact Center Manager, Contact Center Supervisor, Contact Center Traffic and Scheduling Manager, Contact Center Traffic and Scheduling Supervisor |
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| Level of Education: Top Contact Center Executive Salaries with an Associate's Degree, Top Contact Center Executive Salaries with a Bachelor's Degree, Top Contact Center Executive Salaries with a Master's Degree or MBA, Top Contact Center Executive Salaries with a JD, MD, PhD or Equivalent |
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| Industries: Aerospace & Defense, Biotechnology, Business Services, Chemicals, Construction, Edu., Gov't. & Nonprofit, Energy & Utilities, Financial Services, Healthcare, Hospitality & Leisure, Insurance, Internet, Media, MFG Durable, MFG Nondurable, Pharmaceuticals, Retail & Wholesale, Software & Networking, Telecom, Transportation | |
