Contact Center Operations Manager
5 days ago
About Us
Dautom is a leading provider of innovative solutions for contact centers.
We are seeking an experienced Contact Center Operations Manager to join our team.
The successful candidate will have a proven track record of improving operational efficiency and delivering exceptional customer experiences.
Key Responsibilities
- Develop and implement process improvements to enhance productivity and quality.
- Analyze data to identify areas for improvement and develop strategic recommendations.
- Collaborate with cross-functional teams to drive business outcomes and achieve key performance indicators (KPIs).
- Stay up-to-date with industry trends and best practices in contact center operations.
Requirements
- Proven expertise in Lean, Kaizen, and process improvement in contact center environments.
- Experience in service quality monitoring and workforce productivity enhancement.
- Hands-on experience in root cause analysis, cost-benefit analysis, and automation adoption.
- Proficiency in Call center systems (Genesis, etc.), CRM systems (Salesforce, etc.), and analytics platforms.
Benefits
- Competitive salary and benefits package.
- Ongoing training and development opportunities.
- Collaborative and dynamic work environment.
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