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Contact Center Manager
Job Information
Company: CMX Solutions Location: Armenia, Yerevan
Employment Type: Full Time Open Dates: 12-11-18 00:00 To 12-12-18 23:59
Category: Administrative/Clerical Salary: N/A
Experience: 2 year(s) Preferred Age: --------
Education: Bachelor Degree (BS) Preferred Gender: --------


Job Description
The German customer care company CMX Solutions is the market leader in premium customer service at its locations in Berlin, Skopje,Tbilisi and Yerevan. In order to expand our team in Yerevan we look for motivated people as soon as possible.

We offer:
•Motivating working environment focused on progress and continuous growth
•Possibility to be part of an international team and develop
•Competitive remuneration package


Job Responsibilities
-Responsible for the workforce management in the contact center
-Ensure effective scheduling of front line contact center staff and call volume forecasting
-Implement and optimize the usage of Workforce Management tools within a Contact/Customer Service Center environment
-Real time monitoring of daily interval plan vs actual and make necessary adjustments to make goals
-Provide ongoing analysis of call center operations, planning and scheduling while identifying changes necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc)
-Compile reasons for missing standards and communicate to customers
-Plan overtime and time off as business conditions dictate; communicate overtime
-Work with the leadership team to provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy, cost per call, etc.
-Coach and train processes and procedures to customers associated with real time adherence management, interval monitoring, standards reporting and dialer campaigns
-Work closely with the clients contacts so as to ensure delivery of impeccable service


Required Qualifications
-Minimum 2 years prior experience on same or similar position in a Contact Center manager
-Knowledge of Call Center management best practices
-Functional analytical skills (budgeting, costing, etc.)
-Call Center Workforce Management System experience
-Workforce Management experience is a plus
-Process analytical skills in a call center environment
-Good written and oral communication skills
-Must be a team player
-Fluent in English, both spoken and written (German will be considered a plus)


Application Procedure
We await your application in German or English at the following e-mail address: armenia@cmx-solutions.com
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