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)
NATURE OF WORK
The Executive Director is a full time, exempt position providing administrative and business leadership for the Nome Community Center, Inc., a multi-faceted community social service agency with a history of Christian mission emphasis. As such, the position of Executive Director requires sensitivity and the ability to work within a framework of State, Federal, and church funding sources and oversight, as well as the personal ability to relate to the needs of a diverse culture and to a variety of community social programs serving the residents of the Bering Strait Region.
The Executive Director is responsible to and receives direction from a local Board of Directors. Agency programs include: XYZ Senior Center, Food Bank, Family Services, Nome Youth Court, Nome Boys & Girls Club, Nome Children’s Home, Nome Emergency Shelter Team, Permanent Supportive Housing, HomePlate Nome, and a variety of other related programs and services.
The Executive Director is responsible for seeking both private and public funding, the preparation and administration of the agency budget (including identification of new funding sources and the writing of grant proposals), and for the hiring and supervision of agency staff. This position also recommends new or revised policies to the Board of Directors on current programs and operations and represents the agency in community activities and coalitions.
RESPONSIBILITIES
QUALIFICATIONS
A Bachelor’s Degree is strongly preferred; will consider the substitution of work experience in a related field on a year-for-year basis. The successful applicant will be required to demonstrate the knowledge and skills acquired through work experience in agency and social program management and administration, grant writing, grant management, and staff supervision. An Alaska driver’s license is also required, or the ability to obtain one. The successful candidate will be required to pass a criminal background check.
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