Senior Manager, Contact Center Consulting

Job Summary

A company is looking for a Senior Manager, Contact Center Consulting.

Key Responsibilities

• Provide project support and post-project data analysis for Contact Center technology initiatives
• Create and manage project plans and testing strategies for technology implementations
• Lead a team in enhancing service delivery and optimizing technology investments

Required Qualifications

• Several years of experience in contact center management or related data/tools
• Prior supervisory or management experience
• Subject matter expertise in contact center principles and telephony routing
• Knowledge of Automatic Call Distribution (ACD) technology and WFM software
• Intermediate or higher proficiency in Excel