For one of our Partners, we are seeking an experienced Contact Center Expert to oversee the operations of the Contact Center of a Client in the Payment industry.
Location : preferably in Rome, but not essential. At the beginning of the project, it might be required to travel to Florence (Italy) for a few days/month.
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.
Further 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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