Contact Centre Digital Transformation Manager
Wyse Meter Solutions Inc.
Own Contact Centre digital transformation through automation, KPI reporting, and virtual agent optimization, partnering across Workforce Management, IT, and vendors.As Manager, Digital Contact Centre, you will run automated channels while growing digital adoption. The position combines performance dashboards, communication templates, forecasting coordination, and continuous improvement. You will provide insights on containment, deflection, CSAT, escalation rates, and automation effectiveness across customer-facing systems.Key Responsibilities:
Create dashboards tracking automation and customer experience outcomesReport automated channel performance and drive improvementsCoordinate automation changes with Workforce Management forecastingEvolve the digital transformation roadmap and prioritiesSupport Contact Centre productivity and WFM reportingRequirements:
Proven Contact Centre operations experience requiredVirtual agent, chatbot, and IVR expertise requiredWorking understanding of NICE CXOne is advantageousFamiliarity with ACD and WFM systems is an assetMS Power BI experience is a strong assetBring Contact Centre operations, reporting, and automation expertise to continuously improve digital channel performance and adoption.
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Create dashboards tracking automation and customer experience outcomesReport automated channel performance and drive improvementsCoordinate automation changes with Workforce Management forecastingEvolve the digital transformation roadmap and prioritiesSupport Contact Centre productivity and WFM reportingRequirements:
Proven Contact Centre operations experience requiredVirtual agent, chatbot, and IVR expertise requiredWorking understanding of NICE CXOne is advantageousFamiliarity with ACD and WFM systems is an assetMS Power BI experience is a strong assetBring Contact Centre operations, reporting, and automation expertise to continuously improve digital channel performance and adoption.
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Vacancy posted 1 hour ago
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