| SVP of Contact Center Operations |
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| Also referred to as: SVP of Contact Center Operations, Head of Contact Center Operations, Top Call Center Executive |
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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. Requires a bachelor's degree. Typically reports to top management. Manages a business unit, division, or corporate function with major organizational impact. Establishes/implements overall direction and strategic initiatives for the given major function or line of business. Typically requires 10+ years of progressive leadership experience. Has extensive knowledge of the overall departmental function. |
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| Similar Jobs: Contact Center Director, Contact Center Manager, Contact Center Senior Manager, Inbound Contact Center Manager, Inbound Contact Center Supervisor, Inbound Contact Center Senior Supervisor, Outbound Contact Center Supervisor, Contact Center Traffic and Scheduling Analyst II, Contact Center Traffic and Scheduling Analyst III |
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| Level of Education: SVP of Contact Center Operations Salaries with an Associate's Degree, SVP of Contact Center Operations Salaries with a Bachelor's Degree, SVP of Contact Center Operations Salaries with a Master's Degree or MBA, SVP of Contact Center Operations 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 | |
