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Durham Region (The Regional Municipality of Durham)
Service Durham CCaaS Coordinator RoleDurham Region (The Regional Municipality of Durham) • Whitby, Durham Region, CA
Service Durham CCaaS Coordinator Role

Service Durham CCaaS Coordinator Role

Durham Region (The Regional Municipality of Durham) • Whitby, Durham Region, CA
7 days ago
Job type
  • Full-time
Job description
Enhance customer interactions as a CCaaS Coordinator within Service Durham, a division of the Region of Durham. This temporary full-time position emphasizes operational management and service optimization. You will be responsible for the operational management of the CCaaS platform, focusing on improving customer experience across various channels, including online and phone services. Utilizing your operational data analysis skills, you will monitor performance metrics and implement service enhancements. Liaising with stakeholders and vendors, you'll ensure the platform's performance aligns with customer experience objectives. Key Responsibilities: • Manage operations and performance of the CCaaS platform • Monitor and address service levels and performance gaps • Analyze contact centre metrics for service improvements • Implement updates based on legislative and customer feedback • Evaluate and lead implementation of platform enhancements Requirements: • Post-secondary degree in relevant fields • Proven experience in contact centre operations • Strong knowledge of customer experience principles • Excellent communication and collaboration skills • Ability to adapt in a rapidly changing environment Elevate customer service standards as a CCaaS Operations Coordinator with Service Durham. #J-18808-Ljbffr
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Service Durham CCaaS Coordinator Role • Whitby, Durham Region, CA

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