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 outcomes
- Report automated channel performance and drive improvements
- Coordinate automation changes with Workforce Management forecasting




- Evolve the digital transformation roadmap and priorities
- Support Contact Centre productivity and WFM reporting

Requirements:

- Proven Contact Centre operations experience required
- Virtual agent, chatbot, and IVR expertise required
- Working understanding of NICE CXOne is advantageous
- Familiarity with ACD and WFM systems is an asset
- MS Power BI experience is a solid asset

Bring Contact Centre operations, reporting, and automation expertise to continuously improve digital channel performance and adoption.

📌 Contact Centre Digital Transformation Manager (Vaughan)
🏢 Wyse Meter Solutions
📍 Vaughan