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Digital Experience Center Manager

Posted 9 days agoViewed

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💎 Seniority level: Manager, Proven experience in managing a multi-tenant contact center or similar environment.

💸 Salary: 50000.0 - 70000.0 USD per year

🔍 Industry: Fintech

🏢 Company: Nymbus, Inc.

⏳ Experience: Proven experience in managing a multi-tenant contact center or similar environment.

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 and implement changes effectively.
  • Experience with SLA and KPI management in a 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 and implement best practices.
  • Analyze contact center metrics to identify trends.
  • Manage varying SLAs and KPIs across tenants and prioritize tasks.
  • Facilitate communication between clients, internal teams, and lead cross-functional collaborations.
  • Lead and coach teams to achieve performance goals.
  • Resolve tenant disputes and operational challenges.
  • Ensure proficiency with contact center technologies.
  • Navigate changes in client needs and industry trends.
  • Ensure adherence to regulatory requirements.
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