Skills & Competencies for Top Contact Center Executive

Top Contact Center Executive job profile

JOB SUMMARY for Top Contact Center Executive

Plans and directs all aspects of an organization's contact center policies, objectives, operations, and initiatives.

JOB RESPONSIBILITIES for Top Contact Center Executive

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.

Top Contact Center Executive SALARY RANGE

BASE 50%
$242,136
TOTAL 50%
$308,814
Job Level
M05
Job Code
EX05000061
Education/Degree
JD, MD, PhD or Equivalent
Reports To
Top Management

Top Contact Center Executive Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Top Contact Center Executive skill and competencie below to view definitions.

7 general skills or competencies (Job family competencies) for Top Contact Center Executive

1 Job Family Competencies – Call Center Management
Proficiency Level -4
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental metrics and techniques in call center management.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Responds to clients' complaints, needs, and inquiries through inbound calls.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Utilizes workforce management software to maximize the efficiency of our staffing functions.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Sets goals and objectives in managing call center operations to meet customer satisfaction metrics.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads strategic planning efforts to drive our workforce's performance standards and improvements.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Escalation Management
Proficiency Level -3
Skill definition-Classifying and prioritizing customer concerns and issues based on severity to ensure proper resolution and retain customer trust.
Level 1 Behaviors
(General Familiarity)
Knows how to use the escalation matrix to identify escalation level for resolution.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies the severity of conflicts and issues to make labeling decisions with minimal escalation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Reviews incident performance metrics to make action plans and reduce future escalation rates.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Sets de-escalation approaches to facilitate respectful troubleshooting conversations with customers.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes an escalation management framework to avoid incorrect and insufficient issue resolution.
See 4 More Skill Behaviors
3 Top Contact Center Executive - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Top Contact Center Executive
Proficiency Level - 4
5 Competency for - Top Contact Center Executive
Proficiency Level - 5

16 soft skills or competencies (core competencies) for Top Contact Center Executive

1 Core Competencies – Business Acumen
Proficiency Level -3
Skill definition-Insight into our organization's business, goals, and values. Ability to design and implement initiatives that facilitate successful outcomes.
Level 1 Behaviors
(General Familiarity)
Explains our key business strategies and priorities.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Reports and communicates market and competitor status regularly to the management team.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Evaluates supply chain efficiency with an eye toward improving shortcomings.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Optimizes business processes based on deep insight into various business unit functions.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs and implements feedback loops to identify and promptly address business problems.
See 4 More Skill Behaviors
2 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -4
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Explains the benefits and risks of using KPIs.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies KPIs currently in use and provides input to management.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Interprets and analyses KPI data to recommend courses of action.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Evaluates ongoing productivity; recommends corresponding modifications on KPIs as indicated.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads efforts to improve performance as identified and measured by KPIs.
See 4 More Skill Behaviors
3 Top Contact Center Executive - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Top Contact Center Executive
Proficiency Level - 4
5 Competency for - Top Contact Center Executive
Proficiency Level - 5

Summary of Top Contact Center Executive skills and competencies

There are 0 hard skills for Top Contact Center Executive.
7 general skills for Top Contact Center Executive, Call Center Management, Customer Escalation Management, Customer Interaction, etc.
16 soft skills for Top Contact Center Executive, Business Acumen, Key Performance Indicators (KPI), Customer Relationship Management, etc.
While the list totals 23 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Top Contact Center Executive, he or she needs to be skilled in Business Acumen, be skilled in Key Performance Indicators (KPI), and be an expert in Customer Relationship Management.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.