
to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning Implement
QA ... management (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools,
QA ... improvement plans Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers,
QA ... years in leadership or specialist ownership (Team Lead, Contact Centre Manager, Operations Manager, WFM/
QA