Contact Center Operations Manager

2 settimane fa


Italia Herzum Software S.R.L. Unipersonale A tempo pieno
Job Title: Contact Center Expert

We are seeking an experienced Contact Center Expert to oversee the operations of the Contact Center of a Client in the Payment industry.

Key Responsibilities:
  • Manage the daily operations of the Contact Center
  • Provide leadership and support to the Contact Center team
  • Monitor and analyze key performance indicators (KPIs) to ensure targets are met
  • Develop and implement strategies to improve service quality and efficiency
  • Forecast call volumes and determine appropriate staffing levels
  • Ensure compliance with company policies and industry regulations
  • Conduct data analysis to identify trends and areas for improvement
Preferred Qualifications:
  • Experience with Contact Center software and tools
  • Familiarity with Contact Center best practices and standards
  • Familiarity with Payment industry
Requirements:
  • Proven experience in Contact Center management
  • Strong analytical skills and experience with data analysis
  • Knowledge of Contact Center operations and performance metrics
  • Excellent leadership and communication skills
  • Ability to work under pressure and manage multiple tasks

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