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.
Job Title | Job Description | |
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1 | Chief HRIS Executive | The Chief HRIS Executive develops, implements, and maintains HRIS system(s) to meet an organization's needs and objectives. Plans and directs all aspects of an organization's human resource information system(s). Being a Chief HRIS Executive requires a bachelor's degree. Researches, evaluates, tests and selects the necessary hardware and software needed to achieve the goals of the department. In addition, Chief HRIS Executive demonstrates expertise in a variety of the field's concepts, practices, and procedures. Typically reports to top management. The Chief HRIS 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. Comprehensive knowledge of the overall departmental function. Working as a Chief HRIS Executive typically requires 8+ years of managerial experience. |
2 | Chief Legal Executive | The Chief Legal Executive reviews changes to law and regulations and advises management about any impact to the business. Plans and directs all aspects of an organization's legal affairs and ensures all business policies and activities are managed correctly and in compliance with current laws. Being a Chief Legal Executive leads the defense of the organization in lawsuits and the prosecution of lawsuits on behalf of the organization against others. Provides guidance and counsel to management on business transactions and initiatives. In addition, Chief Legal Executive ensures that all company communications, contracts, documents, filings and press releases undergo a legal review. May engage and coordinate with outside counsel for certain matters. Requires a Juris Doctor degree from an accredited law school and may require admittance to a state bar. Typically reports to CEO. Responsible for the development of functional or business unit strategy for the entire organization. Defines corporate vision and strategy establishes company direction and focus. Executes multiple high impact initiatives to achieve overall corporate goals. |
3 | Business Sector Vice President | The Business Sector Vice President guides the strategic development, business planning, and goal and objective setting for the sector based on current environment and projected conditions for the sector. Plans and directs a sector's activities, policies, objectives, and initiatives according to the mission of the organization. Being a Business Sector Vice President measures and analyzes the sector's financial performance and the overall status of the sector. Oversees overall staff performance and development plans. In addition, Business Sector Vice President has broad knowledge and experience within the sector. Requires a bachelor's degree. Typically reports to top management. The Business Sector Vice President manages a business unit, division, or corporate function with major organizational impact. Establishes overall direction and strategic initiatives for the given major function or line of business. Has acquired the business acumen and leadership experience to become a top function or division head. |
4 | Chief Claims Executive | The Chief Claims Executive is responsible for managing and implementing claims programs for all lines of insurance. Plans and directs all aspects of an organization's insurance claims function. Being a Chief Claims Executive develops procedures and policies to enhance and improve the processing, investigation, and settlement of claims. Directs the review and settlement of complex or high dollar claims. In addition, Chief Claims Executive ensures legal examinations are made when appropriate. Requires a bachelor's degree. Typically reports to top management. The Chief Claims 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. Comprehensive knowledge of the overall departmental function. Working as a Chief Claims Executive typically requires 8+ years of managerial experience. |
5 | Chief Division Executive | The Chief Division Executive ensures the division meets budgeted financial goals and objectives. Plans and directs a division's activities, policies, objectives, and initiatives according to the mission of the organization. Being a Chief Division Executive requires a bachelor's degree. May operates accounting, business, financial, marketing and engineering functions. In addition, Chief Division Executive typically reports to top management. The Chief Division Executive manages a business unit, division, or corporate function with major organizational impact. Establishes overall direction and strategic initiatives for the given major function or line of business. Has acquired the business acumen and leadership experience to become a top function or division head. |
Skills | Proficiency Level |
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Business Acumen | Level 3 |
Key Performance Indicators (KPI) | Level 4 |
Customer Relationship Management | Level 5 |