Contact Center Senior Manager

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Contact Center Senior Manager 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. Being a Contact Center Senior Manager 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. Additionally, Contact Center Senior Manager develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to a director. The Contact Center Senior Manager 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. To be a Contact Center Senior Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments.