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Contact Center Expert (BIG)

HERZUM Roma (RM)
Remote working: Totale
Tipo di Offerta:Full time
Tipo Contratto: Determinato,
Indeterminato,
P.IVA
Seniority:Middle-senior
Esperienza: da 3 a 8 anni
Categoria: ICT Consultant
Titolo di Studio: Non richiesta
Tag:

Pubblicato 09-10-2024


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.

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