About the Role:
This role will oversee contact center operations, focusing on telephony systems and workforce management to improve efficiency and customer experience. The role requires strong technical, leadership, and analytical skills to drive performance and process improvements.
The charter for this role will include:
Managing and configuring contact center telephony systems like Avaya, Cisco, and Genesys, with expertise in IVR, ACD, VoIP, and call routing technologies.
Working with workforce management tools and techniques to forecast, schedule, monitor, and report effectively, optimizing agent productivity while maintaining service levels.
Analysis of contact center data like AHT, CSAT, and FCR, generate actionable insights, and create reports to support decision-making and strategy development.
Ideal Persona would:
Have 5-10 Years of contact center management.
Have extensive experience overseeing end-to-end contact center operations, including team leadership, performance management, and process optimization in high-volume environments.
Have proven expertise in configuring, managing, and optimizing telephony platforms such as Avaya, Cisco, or Genesys, and integrating these with CRM and other communication tools.
Good to have:
An understanding of customer experience (CX) principles and journey mapping will help align contact center strategies with broader CX goals to improve end-to-end customer satisfaction.
Prior experience working on projects with methodologies like Agile or Six Sigma, are valuable for managing system upgrades, process improvements, and new technology implementations within the contact center.
The ability to leverage data analytics and reporting to drive operational improvements, enhance customer experience, and achieve key performance indicators.
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