Offer summary
Qualifications:
Bachelor's degree in IT or related field, 3+ years of telephony system administration experience, Five9 preferred, Experience in operations management in BPO/contact center, Background in forecasting agent hours and workforce planning, Familiarity with compliance processes and AI speech analytics.
Key responsabilities:
- Manage and optimize the Five9 telephony system
- Monitor performance metrics and ensure call quality
- Coordinate between US management and BPO teams
- Develop dashboards for tracking agent performance and compliance
- Facilitate communication between cross-functional teams