Conduct market research and competitive analysis to understand customer needs and market trends
Maintain internal product, standards and governance documents to the highest level of accuracy and relevance
Develop partnerships with key stakeholders throughout the company to more effectively understand business requirements, gauge process effectiveness, and develop customer driven solution
Manage product roadmaps and releases
Review escalated help tickets for project assessment and engage appropriate parties

Prior experience of contact center management or experience with contact center technologies, products and/or services
Capable of identifying customer needs – listening to information, asking probing questions, applying knowledge, crafting solutions
Intermediate or higher Excel skills
Subject matter expertise in contact center principles including configuration, telephony routing, contact center data requirements
Excellent verbal and written communication skills with the ability to influence and engage stakeholders at all level

Flexible working hours and work-from-home or remote opportunities
Opportunities to grow your skillset and career
Generous vacation days so you can rest and recharge
A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
Travel industry professional perks and discounts
An inclusive work environment where diversity is celebrated

Senior Manager, CSS Contact Center Solutions

Key skills