Senior Vice President, Contact Center Quality

Senior executive

Explorador de carreras · Customer Operations & Contact Centers · Contact Center Quality Management

M7 · Senior Vice PresidentContribución individualSenior Vice President

Standard where organizational scale supports the level

Qué implica el puesto

Autonomía: Multiple global functions / large business
Alcance: Multiple global functions / large business
Horizonte de tiempo: 3-5+ years
Experticia y criterio: Shapes corporate portfolio, enterprise tradeoffs and executive talent
Impacto esperado: Enterprise-wide growth, resilience and strategic execution

Habilidades esperadas (24)

Agrupadas en humanas, profesionales y técnicas. La proficiencia meta usa la escala P1–P5, y cada fila describe qué significa ese nivel para esa habilidad en particular.

Humanas (13)

Habilidad	Importancia	Meta	Qué se espera en ese nivel
Coaching Collaboration & Leadership	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Decision making Thinking & Judgment	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Delegation Collaboration & Leadership	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Executive communication Communication & Influence	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Feedback delivery Collaboration & Leadership	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Risk judgment Thinking & Judgment	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Stakeholder management Communication & Influence	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Strategic thinking Thinking & Judgment	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Talent development Collaboration & Leadership	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Conflict resolution Communication & Influence	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
De-escalation Operational Human Skills	Supporting	P5	Shapes enterprise culture and leader expectations through De-escalation.
Inclusive leadership Collaboration & Leadership	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Service empathy Operational Human Skills	Supporting	P5	Shapes enterprise culture and leader expectations through Service empathy.

Profesionales (11)

Habilidad	Importancia	Meta	Qué se espera en ese nivel
Business acumen Business & Strategy	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Financial acumen Business & Strategy	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Performance management Business & Strategy	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Case management Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for Case management and develops other experts.
Contact center analytics Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for Contact center analytics and develops other experts.
Customer Satisfaction (CSAT) Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for Customer Satisfaction (CSAT) and develops other experts.
Customer escalation management Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for Customer escalation management and develops other experts.
First Contact Resolution (FCR) Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for First Contact Resolution (FCR) and develops other experts.
Omnichannel customer service Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for Omnichannel customer service and develops other experts.
Resource management Program, Risk & Sustainability	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Ticket management Customer Operations & Contact Centers	Supporting	P5	Defines enterprise strategy or external practice for Ticket management and develops other experts.

Escalera de carrera

Se llega desde

Vice President, Contact Center QualityM6

Siguientes pasos

Es el último nivel de esta escalera. La especialización sigue, el nivel no.

Qué cambia para avanzar

Move into the top executive cohort; co-own enterprise strategy and the operating model across a company-wide pillar.

Fuente: PROCOMER FTZ benchmark; SFIA; PMI · MF302-M7