| Contact Center Director Job Description |
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| The following is a full job description for Contact Center Director. Here are the requirements and responsibilities for Contact Center Director along with statistics. If after reading this page you determine that Contact Center Director is not the position you are looking for, you may want to try one of these similar titles: Contact Center Manager, Contact Center Senior Manager, Top Contact Center Executive, Inbound Contact Center Manager, Contact Center Traffic and Scheduling Manager, Contact Center Scheduler I, Inbound Contact Center Supervisor, Contact Center Supervisor, Contact Center Traffic and Scheduling Supervisor |
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| Requirements and Responsibilities For Contact Center Director |
| 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. 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 and develops budgets/policies/procedures to support the functional infrastructure. Typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. |
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| Also referred to as: Contact Center Director, Call Center Operations Director |
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| Similar Jobs: Contact Center Manager, Contact Center Senior Manager, Top Contact Center Executive, Inbound Contact Center Manager, Contact Center Traffic and Scheduling Manager, Contact Center Scheduler I, Inbound Contact Center Supervisor, Contact Center Supervisor, Contact Center Traffic and Scheduling Supervisor |
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| Level of Education: Contact Center Director Salaries with a Bachelor's Degree, Contact Center Director Salaries with a Master's Degree or MBA, Contact Center Director Salaries with a JD, MD, PhD or Equivalent |
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| Industries: Aerospace & Defense, Biotechnology, Business Services, Chemicals, Construction, Edu., Gov't. & Nonprofit, Energy & Utilities, Financial Services, Healthcare, Hospitality & Leisure, Insurance, Internet, Media, MFG Durable, MFG Nondurable, Pharmaceuticals, Retail & Wholesale, Software & Networking, Telecom, Transportation | |
