Support escalations, research, and cross-functional initiatives as needed

Coordinate employee engagement activities and staff meetings

Other duties as assigned

Bachelor’s degree in Business Administration, Communications, or a related field, or equivalent work experience 

2+ years of leadership experience with a focus on coaching and team developmentrequired

2+ years of experience in contact center operations, training, orworkforcemanagementpreferred

Strong understanding of contact center operations and key performance drivers 

Experience with Contact Center as a Service (CCaaS) platforms (e.g.,Zoom/Talkdesk,or similar) 

Proficiencyin reporting and data analysis tools (e.g., Excel, Power BI, Tableau, or similar) 

Demonstrated ability to translate data into actionable insights and ...