| Contact Center Senior Manager |
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| Also referred to as: Contact Center Senior Manager, Call Center Operations Senior Manager |
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| Requirements and Responsibilities |
| Oversees and manages an organization's contact center 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. Typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. Typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. |
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| Similar Jobs: Contact Center Manager, Contact Center Traffic and Scheduling Manager, Inbound Contact Center Manager, Inbound Contact Center Senior Supervisor, Contact Center Director, Top Contact Center Executive, Contact Center Scheduler I, Inbound Contact Center Supervisor, Contact Center Traffic and Scheduling Supervisor |
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| Level of Education: Contact Center Senior Manager Salaries with No Diploma, Contact Center Senior Manager Salaries with a High School Diploma or Technical Certificate, Contact Center Senior Manager Salaries with an Associate's Degree, Contact Center Senior Manager Salaries with a Bachelor's Degree, Contact Center Senior Manager Salaries with a Master's Degree or MBA, Contact Center Senior 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 | |
