Contact Center Expert

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.
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.
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.
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.
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