Responsibilities:- Optimize the contact centre environment with a strong focus on the operational landscape, analytics, agent performance, customer satisfaction, and overall efficacy of the contact center.
- Drive change and optimization objectively, based on various data points.
- Responsible for ensuring the optimal functioning, procedures, systems and data of the contact center, which will include daily operations, capacity planning and reporting.
- Team management.
- Planning and reporting.
- Customer experience.
- Continuous improvement.
- Sales.
- Customer support.
Requirements:- Must have BEng Industrial Engineering.
- 3+ years in Call/Contact Centre.
- 2+ years Management.
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