Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance. Report and trend performance metrics on a daily/weekly/monthly basis; produces monthly management reports.
To find opportunities and analyses qualitative and quantitative data and translating data into insights to identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools
Coordinates with statisticians for development of key driver analysis, statistical linkages, and calibration between Service delivery team KPI and other Contact Centre operational metrics such as quality, AHT, OSAT, etc.
Facilitates root cause analysis to determine the key drivers behind Service delivery performance.
Facilitates Service delivery action planning sessions with Contact Centre Operations. Develops recommendations involving operational process changes that are expected to improve Service results; solutions require resolution of complex operational issues.
Create informative, actionable, and repeatable Customer Service reporting that highlights relevant business trends and opportunities for improvement with a focus on data accuracy and consistency.
Design interactive dashboards that leverage data visualization to deliver analysis of key contact centre metrics and KPI’s for use by internal end-users.
Proactively analyse data using multiple systems to identify data quality gaps, evaluate business processes, and derive sound conclusions.
Suggest changes to Customer Service Leadership using analytics to support recommendations and actively participate in the implementation of approved changes.
Interpret, evaluate, and interrelate operational data and develop integrated business analysis for strategic decision-making.
Skill Requirements:
Degree holder in business management or an IT related discipline
PC industry knowledge would be good.
Minimum 3 years related data processing experience.
Successful candidates should have the following prerequisite qualifications:
Previous experience working in similar data processing role.
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