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SHRM Certified Recruiter- EMEA-UK/EU regions.
The ideal candidate is a team player who will be responsible for working with company data in various business areas. Specific responsibilities include reporting metrics, analyzing methodologies, suggesting operation improvements, and building proposal evaluations in a cross-functional environment.
* Effectively communicate and engage with business stakeholders and peers to gather requirements.
* Work closely with contact center managers and agents to understand their needs and challenges.
* Ability to balance long-term strategic goals with short-term operational needs.
* Identify opportunities to streamline contact center processes.
* Develop user stories and acceptance criteria to drive functional, non-functional and system requirements for development teams.
* Ability to partner with cross-functional teams across the client in different time zones.
* Work with solution architects and platform architect teams to design solutions based on signed-off requirements.
* Present developed features and functionality to business stakeholders.
* Facilitate User acceptance testing with identified users and obtain sign off for implementation.
* Perform impact analysis for scope change requests and document changes to requirements, business processes, configuration, and data mapping.
* Identify opportunities to optimize processes and apply technology solutions that align with growth objectives.
* Follow change management processes defined within client need.
Qualifications
* Bachelor’s in computer science or related field.
* 5+ years of experience, with a focus on contact center operations.
* Strong understanding of contact center technologies, including CRM systems, IVR, ACD, and workforce management tools.
* Experience with contact center software platforms preferably Ring Central.
* Familiarity with customer experience (CX) and customer journey mapping.
* Oracle ERP experience is a plus.
* Strong business acumen with customer first mindset.
* Excellent written and verbal communication skills.
* Proven ability to analyze complex business processes and develop effective solutions.
* Strong analytical and problem-solving skills, with a keen attention to detail.
* Knowledge of agile methodologies and project management principles.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Information Technology
Industries
Information Services
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