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.
Job Title | Job Description | |
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1 | Strategic Sales Director | The Strategic Sales Director sets short- and long-term sales strategies and evaluates effectiveness of current sales programs. Directs and oversees an organization's sales policies, objectives, and initiatives. Being a Strategic Sales Director requires a bachelor's degree. Recommends product or service enhancements to improve customer satisfaction and sales potential. In addition, Strategic Sales Director typically reports to an executive. The Strategic Sales Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. Working as a Strategic Sales Director typically requires 5+ years of managerial experience. |
2 | Director of Employee Training & Development | The Director of Employee Training & Development collaborates with functional management teams to assess ongoing and future training and development needs as well as effectiveness of established programs. Directs the design, planning, and implementation of corporate training programs aligned with the objectives and strategy of the company. Being a Director of Employee Training & Development provides engaging communications about program information to encourage participation and highlight the value and benefits of training. Develops a program delivery schedule that provides training as needed and in locations that work for the participants. In addition, Director of Employee Training & Development approves new training techniques and suggests enhancements to existing training programs. Oversees and establishes relationships with vendors to provide additional outside training programs. Manages and develops training professionals. Requires a bachelor's degree. Typically reports to top management. The Director of Employee Training & Development manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. Working as a Director of Employee Training & Development typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. |
3 | Marketing Operations Director | The Marketing Operations Director translates the overall marketing vision into integrated business plans, tactics, projects, and deliverables. Directs an organization's marketing objectives, strategies, programs, and policies. Being a Marketing Operations Director oversees critical marketing functions, including market research, communications, and product planning. Assists with developing marketing goals, budgets, and strategies and ensures alignment with greater business goals. In addition, Marketing Operations Director develops operational processes and policies that streamline decision-making and promote collaboration between marketing functions. Monitors and controls budgets, resources, and teams to implement and execute short-term and long-term marketing plans. Requires a bachelor's degree. Typically reports to senior management. The Marketing Operations Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrast |
4 | Employment Director | The Employment Director develops and enhances and organization's recruiting program, policies, and procedures. Plans, develops, and directs processes to attract, evaluate, and refer candidates for open positions through recruiting website, employee referrals, on-site recruiting and other sourcing methods. Being an Employment Director evaluates and communicates key metrics to develop appropriate recruitment strategies and ensure positions are filled efficiently and effectively. Executes a strategy to position the organization as a preferred employer. In addition, Employment Director maintains relationships with schools, advertisement, and recruitment agencies. Oversees the recruitment for senior level and executive positions. Requires a bachelor's degree. Typically reports to top management. The Employment 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. Working as an Employment Director typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. |
5 | Technical Project Estimating Director | The Technical Project Estimating Director establishes technical standards and procedures and has overall responsibility for the training and staffing of estimating department. Directs the estimating department for an engineering organization. Being a Technical Project Estimating Director requires a bachelor's degree. May personally develop estimates for large or complex projects. In addition, Technical Project Estimating Director typically reports to top management. The Technical Project Estimating Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. Working as a Technical Project Estimating Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. |
Skills | Proficiency Level |
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Business Acumen | Level 3 |
Key Performance Indicators (KPI) | Level 5 |
Customer Relationship Management | Level 5 |