Indeterminato,
P.IVA
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.
Il presente annuncio è rivolto a entrambi i sessi, ai sensi delle leggi 903/77 e 125/91, e a persone di tutte le età e tutte le nazionalità, ai sensi dei decreti legislativi 215/03 e 216/03.