Data-Driven Contact Center Strategist

1 day ago


Hyderabad, India Evernorth Full time

About Evernorth, a leading healthcare solutions provider:

Job Overview

We are seeking an experienced Data-Driven Contact Center Strategist to join our team. As a key member of our workforce management team, you will play a critical role in ensuring the efficient operation of our contact centers.

Key Responsibilities
  • Monitor and analyze call traffic patterns to optimize resource allocation and improve customer service levels.
  • Develop and implement data-driven strategies to enhance call center productivity and efficiency.
  • Collaborate with cross-functional teams to identify areas for process improvement and implement changes.
  • Analyze and report on key performance indicators (KPIs) to inform business decisions.

Requirements:

  • Bachelor's degree in a related field or equivalent experience.
  • Minimum 3 years of experience in contact center operations, with a focus on workforce management.
  • Strong analytical and problem-solving skills, with the ability to interpret complex data sets.
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
  • Experience with WFM tools, such as Verint or Genesys, is highly desirable.

$65,000 - $85,000 per year, depending on experience and qualifications. Benefits include comprehensive health insurance, 401(k) matching, and paid time off.



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