ОПИСАНИЕ ДОЛЖНОСТИ: 
CMX Solutions is looking for a motivated candidate for the position of Contact Center Manager to expand its team in Yerevan.
ОБЯЗАННОСТИ: 
- 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;
- Monitor in real time the daily interval plan vs actual and make necessary adjustments to make goals;
- Provide ongoing analysis of call center operations, plan and schedule 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 so as to ensure delivery of impeccable service.
ТРЕБУЕМАЯ КВАЛИФИКАЦИЯ: 
- At least 2 years of prior experience in the same or similar position in a call center;
- 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;
- Team player;
- Fluency in English language, both spoken and written; knowledge of German language is a plus.
ПРОЦЕДУРА ПОДАЧИ ЗАЯВОК: 
Interested and qualified candidates are welcome to send their CV to: *******@*************.*** indicating the position title ("Contact Center Manager") in the subject line of the email.
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ЗАРПЛАТА: 
Competitive salary, plus package of benefits