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. #J-18808-Ljbffr