Contact Center Expert (BIG)

• 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.

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.