Rehan A.

Odigo Contact Center Functional Administrator, I have over 10 years of experience in contact centers, in demanding environments such as banking, telecommunications, and tourism.

I specialize in the daily operation and operational support of the Odigo solution, with strong expertise in managing users, profiles, skills, and call queues. I primarily provide operational support to ensure service continuity, configuration reliability, and the smooth functioning of front-office teams.

My interventions notably cover the creation and deletion of user accounts, adjustment of skills and functional routing, monitoring of call flows, and L1/L2 functional routing. My positioning is deliberately operational and execution-oriented, without involvement in infrastructure or heavy technical projects, as these are handled by the editor or integrators.

Accustomed to multi-activity and high-volume environments, I work with rigor, responsiveness, and a service-oriented approach. My experience in piloting and planning also allows me to quickly understand the challenges of load, capacity, and performance of contact centers, and to adapt configurations accordingly.

I work exclusively in full remote, on short missions or for occasional support, during daytime or staggered hours (5 PM - 12 AM). The operating mode is simple and structured: asynchronous communication, clear scope, no 24/7 on-call duty, and no unnecessary meetings.

The displayed daily rate corresponds to daytime work. Depending on the need, alternative formats can be offered, particularly in the form of a monthly package or staggered hours intervention, to adapt to the operational constraints of the teams.