Senior Manager of Systems Operations

Job Summary

A company is looking for a Senior Manager of Systems Operations.

Key Responsibilities

• Oversee the configuration, maintenance, and performance of call center systems
• Collaborate with IT and vendors to implement system upgrades and troubleshoot issues
• Monitor and analyze call center metrics to identify trends and areas for improvement

Required Qualifications

• Bachelor's Degree or equivalent work-related experience
• 5 or more years of experience in contact center operations
• 5 years' experience in a customer service environment
• Experience with CXone (NICE inContact) preferred
• Extensive knowledge of contact center technology and KPIs