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 (Canada)
🏢 Wyse Meter Solutions
📍 Canada