Minimum Requirements:BEng Industrial EngineeringMinimum applicable experience (years):3+ years in Call/Contact Centers2+ years ManagementSkills and Knowledge (essential):Excellent English skills, with a neutral accentCRM system experience (Salesforce) Conflict management Understanding of sales, conversion rates Process adherence, concerning software and hardware BCEA Managing and implementing poor performanceResponsibilities:Optimize the contact center environment with a strong focus on the operational landscape, analytics, agent performance, customer satisfaction, and overall efficacy of the businessDrive change and optimization objectively, based on various data points.Responsible for ensuring the optimal functioning, procedures, systems and data of a contact center, which will include daily operations, capacity planning and reporting.#J-18808-Ljbffr