Opportunity Description
Data, Reporting & KPIs (Very Important)
+ Pull reporting from Five9
+ Understand and evaluate:
+ Contact center metrics
+ KPIs (are we hitting them, and are they the right ones?)
+ Help set up reporting (not just review existing dashboards)
+ Use data rails to support dashboarding and visibility
+ Translate AI and call data into insights leadership can act on
Role Scope & Responsibilities
+ Own performance of AI platforms across CSR and dispatch
+ Act as the bridge between IT, AI vendors, and Operations
+ Manage and optimize:
+ 2 AI CSR partners
+ 1 AI dispatch partner
+ Evaluating an additional AI focused on operational insights
+ First 60 days focused on:
+ Improving CSR and dispatch functionality
+ Establishing performance baselines
+ Then expanding into broader AI capabilities across the business
+ Pull reporting from Five9
+ Understand and evaluate:
+ Contact center metrics
+ KPIs (are we hitting them, and are they the right ones?)
+ Help set up reporting (not just review existing dashboards)
+ Use data rails to support dashboarding and visibility
+ Translate AI and call data into insights leadership can act on
Role Scope & Responsibilities
+ Own performance of AI platforms across CSR and dispatch
+ Act as the bridge between IT, AI vendors, and Operations
+ Manage and optimize:
+ 2 AI CSR partners
+ 1 AI dispatch partner
+ Evaluating an additional AI focused on operational insights
+ First 60 days focused on:
+ Improving CSR and dispatch functionality
+ Establishing performance baselines
+ Then expanding into broader AI capabilities across the business
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