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)
· Serve as the connection to the Board of Directors
· Interpret and implement state and county policies
· Develop and manage agency policies
· Work to continually assess and improve programs and services
· Creation and oversight of annual budgets, allocations and spending
· Direct supervision of administrative and case management staff
· Serve as the point for families wishing to ask questions, provide feedback and communicate on sensitive matters
· Ensure the cohesion and consistent communication amongst agency staff
· Create and execute a program to review performance and discuss career planning
· Serve as a strong public voice and advocate for the mission of FSRC
· Lead/Coordinate consistent agency communication with the county and others to ensure that the direction, efforts and results of FSRC are well understood
Job Type: Full-time
Pay: $90,000.00 - $95,000.00 per year
Benefits:
Schedule:
Ability to Relocate:
Work Location: In person
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0 Top Contact Center Executive jobs found in Madison, WI area