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