| Contact Center Manager |
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| Also referred to as: Contact Center Manager |
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| Requirements and Responsibilities |
| Oversees and manages an organization's contact center daily operations and implements policies, objectives, and initiatives. Analyzes processes 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. Requires a bachelor's degree. Typically reports to a director. Manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
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| Similar Jobs: Inbound Contact Center Manager, Outbound Contact Center Manager, Contact Center Senior Manager, Contact Center Traffic and Scheduling Manager, Contact Center Director, Contact Center Scheduler I, Contact Center Traffic and Scheduling Supervisor, Inbound Contact Center Supervisor, Contact Center Traffic and Scheduling Analyst II |
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| Level of Education: Contact Center Manager Salaries with No Diploma, Contact Center Manager Salaries with a High School Diploma or Technical Certificate, Contact Center Manager Salaries with an Associate's Degree, Contact Center Manager Salaries with a Bachelor's Degree, Contact Center Manager Salaries with a Master's Degree or MBA, Contact Center Manager 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 | |
