EVP Customer Service

Role summary

Responsible for executive leadership, vision, direction, and oversight of Contact Centers in a large, complex, or global environment. Develops, oversees, and implements an overall Contact Center strategy for the organization to assure quality, maximize service, support customer satisfaction, and increase revenue while minimizing Contact Center operational costs. Uses the latest methods, techniques, and technologies to ensure the company’s current and future strategic Contact Center objectives are achieved. Liaises closely with executive management to evaluate and prioritize needs and allocates human and capital resources to an array of operations and activities, designed to satisfy these identified needs, ensuring effective integration. Analyzes and determines metrics, evaluates, and manages the company’s collective Contact Center operations and activities to maximize customer satisfaction, profit and that minimizes risk, losses, and customer dissatisfaction. Oversees and ensures compliance with applicable standards and regulations. Other responsibilities may include preparing operational presentations and materials for the board of directors ensuring the company follows best practices. Reviews and approves operational, productivity, quality, and performance reports and analyses to support the preparation of long-term strategic goals that provide insights into the organization's Contact Center performance. Monitors quality, accuracy and financial performance and approves a variety of monthly, quarterly, and annual reports. Typically requires a Bachelor’s or advanced degree in Business or a related discipline, and specialized prior Contact Center Operational leadership experience.

Job summary sourced from the Empsight benchmark job library.