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Herzum Software S.R.L. Unipersonale
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Contact Center Expert (BIG)
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09/10/2024
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Smart Working
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Full-time
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Da concordare
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1
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Da determinare, Partita Iva, Indeterminato
Descrizione
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.
Competenze richieste
• 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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