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Durham Region (The Regional Municipality of Durham)
Durham CCaaS Operations Coordinator NeededDurham Region (The Regional Municipality of Durham) • Whitby, Durham Region, CA
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Durham CCaaS Operations Coordinator Needed

Durham CCaaS Operations Coordinator Needed

Durham Region (The Regional Municipality of Durham) • Whitby, Durham Region, CA
8 days ago
Job type
  • Full-time
Job description
Join the Region of Durham as a CCaaS Operations Coordinator in Service Durham. This temporary full-time role is critical for optimizing customer service channels and enhancing operational performance. In this role, you will manage the operations of the CCaaS solution to ensure efficient service delivery through various customer contact points, including 311. Your strong analytical and communication skills will be essential in monitoring metrics, implementing improvements, and managing vendor relationships. You will work collaboratively to achieve service excellence and meet diverse community needs. Key Responsibilities: • Oversee daily performance of the CCaaS platform • Monitor and act on customer experience metrics • Implement improvements based on operational data analysis • Manage updates to interaction and system configurations • Collaborate with stakeholders to optimize service delivery Requirements: • Degree in Business, Customer Experience, or similar • Experience in CCaaS platforms like Genesys Cloud • Solid understanding of contact centre metrics • Strong analytical and communication skills • Proven ability to work independently under pressure Lead initiatives to enhance service delivery as a CCaaS Operations Coordinator at the Region of Durham. #J-18808-Ljbffr
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Durham CCaaS Operations Coordinator Needed • Whitby, Durham Region, CA

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