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Senior Contact Center Operations Specialist
1 week ago
At LTIMindtree, we're seeking a highly skilled Senior Contact Center Operations Specialist to join our team. In this role, you'll play a vital part in ensuring the smooth operation of our contact center.
About the RoleThis is a key position that requires strong leadership skills and expertise in contact center technologies. As a Senior Contact Center Operations Specialist, you will be responsible for managing and optimizing our contact center operations to deliver exceptional customer experiences.
Main Responsibilities- Develop and implement process improvements to increase efficiency and productivity
- Collaborate with cross-functional teams to design and implement new processes and systems
- Analyze data and metrics to identify trends and areas for improvement
- Lead training programs to ensure agents have the necessary skills to handle complex customer interactions
To succeed in this role, you'll need:
- Bachelor's degree in Computer Science or related field
- Minimum 5 years of experience in contact center operations
- Strong understanding of CRM systems, IVR, ACD, and workforce management tools
- Experience with contact center software platforms (Ring Central is mandatory)
- Familiarity with customer experience (CX) and customer journey mapping principles
- Strong analytical and problem-solving skills
We offer a competitive salary, comprehensive benefits package, and opportunities for growth and development.
