Customer Experience Champion

2 days ago

Pune, Maharashtra, India beBeeContactCenter Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title: Contact Center Analyst

About the Role

We are seeking a highly skilled and detail-oriented Contact Center Analyst to join our team. As a Contact Center Analyst, you will play a vital role in providing data and analysis of Customer Support activities performance and issues for Supervisor and Manager review.

Key Responsibilities:
  • Reporting and Analysis: Monitor Automatic Call Distribution System and develop reports and analysis to support business decisions.
  • Continuous Improvement: Participate in continuous improvement activities and provide data to support changing and improving processes.
  • Project Coordination: May act as project coordinator or manage a portion of a larger project.

You will be responsible for understanding existing and new Contact Center policies and procedures and developing methods for collecting and reporting data to support Contact Center metrics and decision making.

Required Skills and Qualifications:
  • Collaboration and Communication: Collaborates and works collaboratively with others to meet shared objectives and communicates effectively with different audiences.
  • Customer Relationship Management: Builds strong customer relationships and delivers customer-centric solutions.
  • Process Management: Manages complexity, conflict, and work processes effectively.

Competencies:

  • Data Analysis: Applies Service Capability, Capacity, and Coverage process to understand customer expectations and business priorities.

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