The MONAT will successfully supervise Contact Center operations team with direct oversight of Contact Center Representatives. The supervisor develops, coaches, mentors, trains, reviews, and documents agent performance. This role assists in managing daily department workflow assignments, processes to enhance departmental effectiveness and implementation of new processes, products and services while maintaining quality and service level standards.
Knowledge of Contact Center best practices and operations in multi skilled environment.
Experience with contact center metrics, and how they impact the overall performance of the organization. Ability to create and implement solutions using Contact Center analytics.
Understanding of contact center technologies including WFM, QA, and reporting.