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Remote: Genesys Cloud CX Monitoring Specialist
Miratech
Toronto
Remote
CAD 60,000 - 80,000
4 days ago
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Remote: Genesys Cloud CX Monitoring Specialist
Miratech
Toronto
Remote
CAD 60,000 - 80,000
Full time
4 days ago
Be an early applicant
Job summary
A global IT services and consulting company is seeking a Call Team Monitoring Specialist to monitor and analyze contact center performance using the Genesys Cloud CX platform. This role requires proven experience in performance monitoring and strong communication skills to deliver actionable insights. Join a dynamic team committed to operational excellence and enjoy competitive pay, benefits, and a flexible work culture.
Benefits
Culture of Relentless Performance
Competitive Pay and Benefits
Work From Anywhere Culture
Growth Mindset
Global Impact
Welcoming Multicultural Environment
Social Sustainability Values
Qualifications
- Proven experience in contact center performance monitoring or quality assurance.
- Strong understanding of contact center KPIs.
- Ability to interpret and visualize performance data.
- Experience with Genesys Cloud CX dashboards.
- Analytical mindset with excellent attention to detail.
Responsibilities
- Monitor performance metrics within Genesys Cloud CX.
- Analyze trends in call volume and customer satisfaction.
- Create and distribute performance dashboards for management.
- Identify and elevate service disruptions.
- Support new feature rollouts and monitor adoption.
Skills
Contact center performance monitoring
Genesys Cloud CX analytics
Data analysis and interpretation
Attention to detail
Communication skills
Tools
Excel
Power BI
Job description
A global IT services and consulting company is seeking a Call Team Monitoring Specialist to monitor and analyze contact center performance using the Genesys Cloud CX platform. This role requires proven experience in performance monitoring and strong communication skills to deliver actionable insights. Join a dynamic team committed to operational excellence and enjoy competitive pay, benefits, and a flexible work culture.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.