Genesys Cloud CX Call Team Monitoring Specialist

The Genesys Cloud CX Call Team Monitoring Specialist will be responsible for monitoring and analyzing the performance of contact center operations across multiple clients within a large enterprise environment. Working within the Genesys Cloud CX platform this specialist ensures that service quality responsiveness and efficiency meet organizational standards. The role combines real-time supervision data analysis and proactive improvement recommendations to support operational excellence and customer satisfaction.

Responsibilities:

• Monitor real-time and historical performance metrics within Genesys Cloud CX (queues agent activity service levels occupancy etc.).
• Analyze trends in call volume handling time and customer satisfaction to identify performance gaps.
• Create and distribute performance dashboards reports and KPIs for management and team leaders.
• Collaborate with supervisors and workforce management teams to ensure optimal staffing and adherence to SLAs.
• Identify and escalate service disruptions outages or process inefficiencies.
• Provide actionable insights and recommendations for improving call handling processes and customer experience.
• Support new feature rollouts and monitor adoption within operational teams.
• Document monitoring procedures and maintain consistency across clients and departments.

Qualifications :

• Proven experience in contact center performance monitoring or quality assurance ideally using Genesys Cloud CX analytics and reporting tools.
• Strong understanding of contact center KPIs (AHT SLA ASA CSAT FCR Occupancy etc.).
• Ability to interpret and visualize performance data using dashboards and reports.
• Experience with Genesys Cloud CX dashboards Insights and real-time monitoring tools.
• Analytical mindset with excellent attention to detail and data accuracy.
• Strong communication skills for reporting findings to management and operational teams.
• Understanding of workforce management principles and performance optimization strategies.
• Familiarity with Excel Power BI or similar analytics tools is a plus.
• Ability to work in fast-paced multi-client environments and adapt to dynamic operational needs.

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package including health insurance and a relocation program. 
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work. 
• Growth Mindset: reap the benefits of a range of professional development opportunities including certification programs mentorship and talent investment programs internal mobility and internship opportunities. 
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming Multicultural Environment: be a part of a dynamic global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social Sustainability Values: join our sustainable business practices focused on five pillars including IT education community empowerment fair operating practices environmental sustainability and gender equality. 

*Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race color religion sex national origin age disability veteran status sexual orientation gender identity or any other protected status under applicable law.

Remote Work :

Yes

Employment Type :

Full-time