- Oversees and has full responsibility over all operational support aspects of the contact center
- Must facilitate and monitor all workforce planning issues, including staffing, scheduling and forecasting systems, and policy and procedure
- May monitor the implementation and execution of all training programs across the contact center
- Oversees all aspects of contact center quality issues and support systems implementation and management
- May be responsible for multiple contact centers
- Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects
- Shares best practice and advice to the co-workers in the qualified area
- Not only generates own workload but outlines directions to others
- Can supervise and coordinate lower-level specialists being single point of contact in complex matters
- Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team
- Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope
- Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility