Customer Experience Optimization Lead
4 days ago
Contact Center Operations
">The contact center is the heart of our customer service operations, handling thousands of interactions every day. As a Real Time Management Specialist, you will play a critical role in ensuring the smooth operation of the contact center, analyzing data in real-time to identify trends and areas for improvement.
">Responsibilities
">- ">
- Develop and implement real-time monitoring and analysis strategies to optimize contact center performance.">
- Analyze real-time data to identify trends, anomalies, and areas for improvement, and provide recommendations to enhance operational efficiency.">
- Collaborate with contact center supervisors and managers to develop and implement process improvements.">
- Conduct training sessions to educate agents and supervisors on new processes and procedures.">
- Maintain detailed records of real-time actions taken, performance trends, and key insights to support post-analysis and reporting.">
- Participate in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new tools and dashboards.">
Requirements
">- ">
- Bachelor's degree in business, statistics, or a related field preferred.">
- Proven experience in real-time monitoring and analysis within a contact center or customer service environment.">
- Proficiency in contact center software and workforce management tools.">
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly.">
- Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.">
- Detail-oriented with the ability to multitask effectively in a fast-paced environment.">
- Knowledge of call center operations, including key performance indicators (KPIs) and Interval Compliance (IC).">
- Flexibility to work shifts, including evenings, weekends, and holidays, as needed.">
- Strong teamwork and interpersonal skills to collaborate effectively with cross-functional teams.">
About Our Team
">We are a diverse and dynamic team of professionals dedicated to delivering exceptional customer experiences. We are passionate about innovation, excellence, and collaboration, and we are looking for talented individuals who share our vision.
">What We Offer
">We offer a dynamic and challenging work environment, opportunities for professional growth and development, and a competitive compensation package.
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