Top Contact Center Executive 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. Being a Top Contact Center Executive 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, Top Contact Center Executive develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Typically requires an advanced degree. Typically reports to top management. The Top Contact Center Executive 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. To be a Top Contact Center Executive typically requires 8+ years of managerial experience. Comprehensive knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Essential Duties and Responsibilities:
Supervisory Responsibilities:
Other Skills:
Computer Skills:
To perform this job successfully, an individual should have knowledge of Microsoft Office software including Windows, Word, Excel, Outlook Email /Calendar and Internet Explorer software. Experience with Symitar, Episys, Digital Insight and system preferred, or PSCU or other core banking software.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Regularly required to stand; use hands to finger, touch or feel and reach with hands and arms. Frequently required to walk, stand, stoop, kneel, crouch or crawl. Occasionally required to sit, climb and balance. Frequently required to lift and/or move up to ten pounds and occasionally lift/or move up to twenty-five pounds. Regularly required to listen and interpret information received through spoken words and sentences in person and by the phone and accessed via the computer. Regularly required to communicate information and ideas so others will understand both in person, on the phone and via the computer. Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
0 Top Contact Center Executive jobs found in Aiken, SC area