Skills & Competencies for Top Contact Center Executive

Top Contact Center Executive job profile

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JOB SUMMARY for Top Contact Center Executive

Plans and directs all aspects of an organization's contact center policies, objectives, operations, and initiatives.

JOB RESPONSIBILITIES for Top Contact Center Executive

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.

Top Contact Center Executive SALARY RANGE

BASE 50%
$239,084
TOTAL 50%
$304,919
Job Level
M05
Job Code
EX05000061
Education/Degree
JD, MD, PhD or Equivalent
Reports To
Top Management

Top Contact Center Executive Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Top Contact Center Executive skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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7 general skills or competencies (Job family competencies) for Top Contact Center Executive

1 Job Family Competencies – Call Center Management
Proficiency Level -4
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental metrics and techniques in call center management.
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Level 2 Behaviors
(Light Experience)
Responds to clients' complaints, needs, and inquiries through inbound calls.
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Level 3 Behaviors
(Moderate Experience)
Utilizes workforce management software to maximize the efficiency of our staffing functions.
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Level 4 Behaviors
(Extensive Experience)
Oversees customer service delivery to ensure script adherence, call integrity, and proper phone technique.
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Level 5 Behaviors
(Mastery)
Develops policies and practices to deliver the highest degree of customer service and retention.
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2 Job Family Competencies – Customer Escalation Management
Proficiency Level -3
Skill definition-Classifying and prioritizing customer concerns and issues based on severity to ensure proper resolution and retain customer trust.
Level 1 Behaviors
(General Familiarity)
Knows how to use the escalation matrix to identify escalation level for resolution.
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Level 2 Behaviors
(Light Experience)
Identifies the severity of conflicts and issues to make labeling decisions with minimal escalation.
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Level 3 Behaviors
(Moderate Experience)
Executes techniques in managing escalations to drive customer incidents to closure.
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Level 4 Behaviors
(Extensive Experience)
Sets de-escalation approaches to facilitate respectful troubleshooting conversations with customers.
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Level 5 Behaviors
(Mastery)
Establishes an escalation management framework to avoid incorrect and insufficient issue resolution.
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3 Top Contact Center Executive - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Top Contact Center Executive
Proficiency Level - 4
5 Competency for - Top Contact Center Executive
Proficiency Level - 5

16 soft skills or competencies (core competencies) for Top Contact Center Executive

1 Core Competencies – Business Acumen
Proficiency Level -3
Skill definition-Insight into our organization's business, goals, and values. Ability to design and implement initiatives that facilitate successful outcomes.
Level 1 Behaviors
(General Familiarity)
Explains our key business strategies and priorities.
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Level 2 Behaviors
(Light Experience)
Reports and communicates market and competitor status regularly to the management team.
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Level 3 Behaviors
(Moderate Experience)
Evaluates supply chain efficiency with an eye toward improving shortcomings.
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Level 4 Behaviors
(Extensive Experience)
Leverages the latest technologies and tools that enhance business analytics.
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Level 5 Behaviors
(Mastery)
Designs and implements feedback loops to identify and promptly address business problems.
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2 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -4
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Explains the benefits and risks of using KPIs.
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Level 2 Behaviors
(Light Experience)
Gathers internal and external benchmarks for KPI development.
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Level 3 Behaviors
(Moderate Experience)
Interprets and analyses KPI data to recommend courses of action.
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Level 4 Behaviors
(Extensive Experience)
Evaluates ongoing productivity; recommends corresponding modifications on KPIs as indicated.
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Level 5 Behaviors
(Mastery)
Leads efforts to improve performance as identified and measured by KPIs.
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3 Top Contact Center Executive - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Top Contact Center Executive
Proficiency Level - 4
5 Competency for - Top Contact Center Executive
Proficiency Level - 5

Summary of Top Contact Center Executive skills and competencies

There are 0 hard skills for Top Contact Center Executive.
7 general skills for Top Contact Center Executive, Call Center Management, Customer Escalation Management, Customer Interaction, etc.
16 soft skills for Top Contact Center Executive, Business Acumen, Key Performance Indicators (KPI), Customer Relationship Management, etc.
While the list totals 23 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Top Contact Center Executive, he or she needs to be skilled in Business Acumen, be skilled in Key Performance Indicators (KPI), and be an expert in Customer Relationship Management.

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