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Alternate job titles: Call Center Director

Directs the entire operations of the organization's contact center facility. Implements and reviews policies and operating structure of the contact center. Sets standards and guidelines for customer interactions. Monitors the interactions to ensure that the expectations of the customers are met. Analyzes operations of the contact center and oversees any efficiency improvements. Requires a bachelor's degree. Typically reports to top management. Manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function a more...



Alternate job titles: Top Contact Center Executive | Top Call Center Executive | Vice President of Call Center

The Senior Director of Contact Center Operations develops and administers procedures for interacting with customers in a contact center environment. Plans and directs all aspects of an organization's contact center policies, objectives, and initiatives. Being a Senior Director of Contact Center Operations may require an advanced degree. Evaluates, analyses contact center operations and oversees any efficiency improvement. In addition, Senior Director of Contact Center Operations typically reports to top management. The Senior Director of Contact Center Operations manages a departmental functio more...


Alternate job titles: Senior Director of Contact Center Operations | Top Call Center Executive | Vice President of Call Center

Plans and directs all aspects of an organization's contact center policies, objectives, and initiatives. Develops and administers procedures for interacting with customers in a contact center environment. Evaluates, analyses contact center operations and oversees any efficiency improvement. May require an advanced degree. Typically reports to top management. 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 over more...


Alternate job titles: Outbound Call Center Manager

Manages and directs all aspects of outbound contact center operations. Implements and reviews contact center outbound policies and procedures. Oversee the outbound interactions and workflow to ensure that performance standards and sales target are met. Responsible for staff recruiting, performance evaluation, training, and development. Requires a bachelor's degree. Typically reports to top management. 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. more...



Alternate job titles: Contact Center Scheduler | Call Center Scheduler | Contact Center Forecasting and Resourcing Analyst | Customer Service Center Scheduler

The Contact Center Metrics Analyst utilizes the analysis results to forecast contact center workload and builds resourcing and scheduling plans to meet business objectives. Assists in analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Being a Contact Center Metrics Analyst typically reports to a manager. Typically requires a bachelor's degree. Being a Contact Center Metrics Analyst works on projects/matters of limited complexity in a support role. Work is closely managed. Working as a Contact Center Metrics Analyst t more...


Alternate job titles: Contact Center Director

The Call Center Director implements and reviews policies and operating structure of the contact center. Directs the entire operations of the organization's contact center facility. Being a Call Center Director monitors the interactions to ensure that the expectations of the customers are met. Sets standards and guidelines for customer interactions. In addition, Call Center Director analyzes operations of the contact center and oversees any efficiency improvements. Requires a bachelor's degree. Typically reports to top management. The Call Center Director manages a departmental sub-function wit more...



Alternate job titles: Call Center Quality Manager | Contact Center Planning and Monitoring Supervisor

Oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Typically reports to a head of a unit/department. Supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Typically require more...


Alternate job titles: Call Center Scheduler | Contact Center Forecasting and Resourcing Analyst | Contact Center Metrics Analyst | Customer Service Center Scheduler

Assists in analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Utilizes the analysis results to forecast contact center workload and builds resourcing and scheduling plans to meet business objectives. Typically requires a bachelor's degree. Typically reports to a manager. Works on projects/matters of limited complexity in a support role. Work is closely managed. Typically requires 1 to 2 years of related experience. more...


Alternate job titles: Inbound Call Center Manager | Inbound Customer Support and Service Manager

Manages and directs all aspects of inbound contact center operations. Implements and reviews contact center inbound policies and procedures. Develops and monitors quotas for service volume and timeliness. Responsible for staff recruiting, performance evaluation, training, and development. Typically requires a bachelor's degree. Typically reports to top management. 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 bud more...



Alternate job titles: Call Center Traffic and Scheduling Analyst | Customer Service Center Traffic and Scheduling Analyst

Analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Ensures customer satisfaction by monitoring, balancing and redirecting inbound traffic in a timely manner. Utilizes the analysis results to forecast contact center workload and builds resourcing and scheduling plans to meet business objectives. Coordinates with other teams when overflow occur and inbound traffic must be redirected. Requires a bachelor's degree. Typically reports to a manager. Works on projects/matters of limited complexity in a support role. Work is c more...


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