Contact Center Expert (Big)

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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