Customer Operations & Contact Centers
Leads to: Chief Customer Operations Officer
17
Functions
34
Families
228
Roles
45
Skills
Functions
Each function groups job families with their career ladders.
See all 228 roles in this area
Career paths
No paths have been written for this area yet.
Skills
The skills this area’s roles ask for most.
- Business acumenBusiness & Strategy228 roles
- Case managementCustomer Operations & Contact Centers228 roles
- Contact center analyticsCustomer Operations & Contact Centers228 roles
- Customer Satisfaction (CSAT)Customer Operations & Contact Centers228 roles
- Customer escalation managementCustomer Operations & Contact Centers228 roles
- De-escalationOperational Human Skills228 roles
- First Contact Resolution (FCR)Customer Operations & Contact Centers228 roles
- Omnichannel customer serviceCustomer Operations & Contact Centers228 roles
- Service empathyOperational Human Skills228 roles
- Ticket managementCustomer Operations & Contact Centers228 roles
- CoachingCollaboration & Leadership130 roles
- Conflict resolutionCommunication & Influence130 roles
Source: PROCOMER FTZ benchmark; employer career sites