About SnappPay: 
SnappPay is the first and leading BNPL provider in Iran, started in 2020. We are leveraging Financial Technologies to reshape Iranian’s experience of consumer credit.
Supporting Snapp Group’s mission of enhancing Iranian people's quality of life through Internet services, SnappPay’s mission is to bring financial freedom to all Iranian by providing them with better, smarter and more efficient solutions for payment and shopping.

About the role:

The Operations Monitoring Specialist will be responsible for evaluating contact center KPIs, identifying areas for improvement, and implementing strategic solutions to optimize customer interactions. By leveraging data-driven insights and utilizing VoIP and other communication technologies, this role ensures seamless customer engagement and contributes to overall business growth.

Responsibilities:

·       Monitor & Analyze Contact Center Performance: Track and evaluate key performance indicators (KPIs) such as CSAT, NPS, FCR, and AHT, identifying trends and areas for improvement within three months.

·       Optimize Customer Experience Processes: Develop and implement process improvements to enhance customer satisfaction.

·       Ensure Efficient Use of VoIP & Communication Systems: Oversee the proper utilization of VoIP and CRM tools.

·       Develop Actionable Reports & Insights: Generate and present monthly performance reports with data-driven recommendations to improve overall customer experience.

·       Collaborate with Cross-Functional Teams: Work closely with operations, IT, and customer service teams to streamline workflows and enhance customer interactions.

Requirements:

·       Knowledge of VoIP systems, CRM platforms, and contact center technologies to enhance operational efficiency.

·       Minimum of 2 years of experience in Operations Monitoring.