As the Business Specialist, you will monitor and drive effective contact centre performance across all queues and contact types in real time to deliver outstanding customer service and drive advocacy
Job Summary
As the Business Specialist, you will monitor and drive effective contact centre performance across all queues and contact types in real time to deliver outstanding customer service and drive advocacy.
You will be empowered to implement initiatives to deliver on improved performance and contribute significantly to programs of work to drive improvements in contact centre efficiency, stakeholder management, incident management and process development.
We are building a community of people who are encouraged to bring their whole selves to work and actively seek individuals from diverse backgrounds to enrich our team and culture.
Matching Summary
As the Business Specialist, you will monitor and drive effective contact centre performance across all queues and contact types in real time to deliver outstanding customer service and drive advocacy.
Skills & Requirements
Must-have
real-time contact centre management
process mapping skills
stakeholder management
reporting and dashboard automation
incident management
customer experience risk analysis
Nice-to-have
leadership experience
agile and big picture approach
cross-company collaboration
strong communication skills
diversity and inclusion focus
Key Requirements
3+ years customer operations experience
3+ years real-time management or reporting experience