Cognitud - Operations Analyst - Contact Center

4 weeks ago

Bengaluru, Karnataka, India Cognitud Advisory Services Private Limited Full time

Responsibilities:

- Leverage existing tools to effectively communicate the current state of issues that may or may not be impacting Customer Success to a variety of stakeholders.

- Develop insights and ad-hoc analyses to understand both forecasted outcomes and impacts of incidents on Client customer success queues in real-time, historically, and intraday to meet business needs.

- Drive cross-functional actions to mitigate the impact of production issues and ensure progress toward resolution Lead cross-functional initiatives to optimize performance (both intraday and proactively).

- Effectively communicate and interact with Sr Leadership to create awareness on the current state and build confidence in actions being taken to mitigate and resolve issues.

- Prioritize competing tasks, foster stakeholder buy-in, manage multiple inputs, and communicate progress effectively.

Primary / Required Skills:

- 3-5 years' experience with Contact Center operations.

- Working knowledge of contact center queue management systems (Amazon Connect, Grafana, or similar contact center tooling) Industry knowledge and experience managing contact center.

Key Performance Indicators (Average Handle Time, Abandon Rate, Average Speed of Answer, Service Level Agreements etc:

- Strong interpersonal skills and ability to work well in dynamic & matrix team environments.

- Experience with analytics to understand, manipulate and report data in an impactful way.

- Ability to work independently and navigate ambiguity.

Education: Bachelors or Masters degree.

Timings & Mode of Work :

- WFO at Bangalore Hybrid model 3 days in office.

- Ability to work from home during United States (PST) hours.

- Flexibility with work schedule to cover business hours is a must (-Including weekends/holidays).

- Applicant will be WFH during PST hours during the initial on-boarding and training, and will transition to IST hours at the Bangalore site.

- The intent of the role is to eventually work IST hours at the Bangalore site, but we don't have any resources that can train and on-board the CWs, so we need to train them during PST hours only.

- The role should have a tenure of 12 months, and it may be extended

(ref:iimjobs.com)

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