Full-Time Genesys Cloud CX Call Team Monitoring Specialist
Miratech is hiring a remote Full-Time Genesys Cloud CX Call Team Monitoring Specialist. The career level for this job opening is Experienced and is accepting Toronto, Canada based applicants remotely. Read complete job description before applying.
Miratech
Job Title
Genesys Cloud CX Call Team Monitoring Specialist
Posted
Career Level
Full-Time
Career Level
Experienced
Locations Accepted
Toronto, Canada
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Job Details
The Genesys Cloud CX Call Team Monitoring Specialist will be responsible for monitoring and analyzing the performance of contact center operations across multiple clients. 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.
Responsibilities:
- Monitor real-time and historical performance metrics within Genesys Cloud CX.
- Analyze trends in call volume, handling time, and customer satisfaction to identify performance gaps.
- Create and distribute performance dashboards, reports, and KPIs.
- Collaborate with supervisors and workforce management teams.
- Identify and escalate service disruptions, outages, or process inefficiencies.
- Provide actionable insights and recommendations for improving call handling processes.
- Support new feature rollouts and monitor adoption.
- Document monitoring procedures and maintain consistency.
Requirements:
- Proven experience in contact center performance monitoring or quality assurance.
- Strong understanding of contact center KPIs.
- Ability to interpret and visualize performance data.
- 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.
- Understanding of workforce management principles.
- Familiarity with Excel, Power BI, or similar analytics tools is a plus.
- Ability to work in fast-paced, multi-client environments.
Skills
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Genesys Cloud CX Call Team Monitoring Specialist at Miratech is
13th of December 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
Toronto, Canada
] applicants. .
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