Amazon Connect functional

Roles and Responsibilities :

• Manage contact center operations, ensuring efficient handling of customer inquiries and issues.
• Oversee a team of agents, providing guidance on sales techniques, product knowledge, and customer service standards.
• Analyze performance metrics to identify areas for improvement and implement changes to optimize efficiency and effectiveness.
• Collaborate with other departments to resolve complex customer complaints or issues.

Job Requirements :

• 3-20 years of experience in a similar role within the telecom/ISP industry.
• Proven track record in managing contact centers or call centers.
• Strong understanding of Genesys software platform (or equivalent) for managing customer interactions.