Digital Experience Center Manager

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Requirements:

• Proven experience in managing a multi-tenant contact center or similar environment.
• Strong understanding of contact center operations, workflows, and technology platforms.
• Exceptional communication, collaboration, and leadership skills.
• Demonstrated ability to analyze data, make decisions, and implement changes effectively.
• Experience with SLA and KPI management in a fast-paced, client-facing role.
• Familiarity with regulatory compliance and risk management processes.

Responsibilities:

• Build and maintain strong relationships with multiple tenants, addressing individual client needs.
• Oversee contact center workflows for streamlined operations and optimize resource allocation.
• Analyze contact center metrics to identify trends and drive improvements.
• Manage varying SLAs and KPIs to meet all obligations.
• Facilitate communication between clients and internal teams.
• Lead and coach teams to achieve performance goals.
• Resolve tenant disputes and operational challenges positively.
• Ensure technology proficiency in contact center systems.
• Navigate changes in client needs and industry trends.
• Ensure compliance with regulatory requirements and privacy standards.