Key responsabilities:- Manage improving Contact Center activities- Share Contact Center information​ (report and statistics) with Sales and Service Division- Monitor, on a daily basis, the Contact Center performance and apply the needed correttive action to improve the Service- Prepare monthly reports about Contact Center activities and plans- Weekly&Monthly reports on Quality Major KPI to Share with EHQ&HQ- Quality improvement according to… Show more Key responsabilities:- Manage improving Contact Center activities- Share Contact Center information​ (report and statistics) with Sales and Service Division- Monitor, on a daily basis, the Contact Center performance and apply the needed correttive action to improve the Service- Prepare monthly reports about Contact Center activities and plans- Weekly&Monthly reports on Quality Major KPI to Share with EHQ&HQ- Quality improvement according to contact center performance- Participate to monthly calibration organized by Contact Center in order to monitor quality, soft skills and technical skills of the service- Organize monthly Contact Center training- Support the Contact Center in the daily activities​- Monitor and improve Customer Satisfaction and Customer Experience- Organize yearly award for Contact Center agents- Revise processes and procedures according to HQ requests​- Contact Center systems improvement- New processes management and improvement- Organize incentive plan for Contact Center agents​ Show less