Responsibilities:

Optimize the contact centre environment with a strong focus on the operational landscape, analytics, agent performance, customer satisfaction, and overall efficacy of the contact center.
Drive change and optimization objectively, based on various data points.
Responsible for ensuring the optimal functioning, procedures, systems and data of the contact center, which will include daily operations, capacity planning and reporting.
Team management.
Planning and reporting.
Customer experience.
Continuous improvement.
Sales.
Customer support.

Requirements: