Tech Stack

Description

You will ensure efficiency and effectiveness in client contactability through monitoring, validation, and optimization of databases, ensuring KPI compliance and continuous improvement in dialing strategy. You will manage and optimize the CRM, generate real-time performance reports, and coordinate operational strategies with key teams to maximize conversion and productivity.

Requirements

• 3+ years experience in contact centers using CRM, Avaya, IEX, Nice, InContact or similar
• 2+ years in workforce management (Real Time Analyst or Workforce)
• Advanced Excel and reporting tools like Superset or Tableau
• Experience with remote work and adaptability to dynamic environments
• Advanced English for communication with global teams

Responsibilities

• Generate real-time reports on productivity and contactability trends
• Supervise CRM operation, resolve incidents, optimize tools like Superset and Tableau
• Coordinate with operations and IT leaders to optimize dialing and resolve issues in real time
• Ensure proper number loading and management with partners, ensuring policy compliance
• Document best practices and support implementation of new operational flows