Senior Contact Center Manager - English speaking

1. Project management• Establish and manage call center operations from scratch, including defining and implementing KPIs such as interaction quality, volume forecasting, intraday resource management, inbound sales, employee incentives, and performance tracking• Make sure all KPIs are implemented successfully, by: • Develop and execute detailed project plans encompassing resource allocation, testing, and training...

QUALIFICATIONS AND EXPERIENCE*** Education:• University degree or equivalent training, experience.• Fluency in English*** Technical skills and experience:• Extensive experience with live chat and call center operations, telecommunications industry experience preferred• In-depth knowledge of call center KPIs, knowledge base creation, and management• Proven expertise with Genesys or similar contact platforms and chat functionalities• Knowledge of...