Call Centre Process Analyst
Call Centre Process Analyst
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1 Vacancy
Job Description
Call Centre Process Analyst 6Month Contract
Technical Skills
- Analytical Skills: Ability to analyze data and identify trends to improve processes and performance.
- Technical Proficiency: Familiarity with call center software like Office 365 and Excel for data management and reporting.
- Communication Skills: Strong verbal and written communication skills to provide clear feedback and training to agents.
- Problemsolving: Ability to identify issues and implement effective solutions to enhance efficiency and customer satisfaction.
- Attention to Detail: Ensuring accuracy in data analysis and reporting to maintain high standards of quality.
- Customer Service Orientation: Understanding customer needs and ensuring the call center meets or exceeds customer expectations.
- Project Management: Managing multiple projects and initiatives to improve call center processes and performance.
- Adaptability: Staying updated with the latest technologies and industry trends to continuously improve call center operations.
Responsibilities
- Monitoring Calls: Listen to live or recorded calls to ensure agents adhere to company guidelines and provide quality service.
- Assessing Agent Performance: Evaluate agents interactions with customers providing feedback and coaching to improve performance.
- Identifying Trends: Analyze data to spot trends and areas for improvement enhancing customer satisfaction and operational efficiency.
- Implementing Technology: Integrate new technologies and tools to streamline processes and improve the quality of customer interactions.
- Competitor Analysis: Compare the call centers performance with competitors to identify strengths and weaknesses.
- Designing Evaluation Programs: Develop metrics and programs to assess and improve agent performance and customer service quality.
Employment Type
Full Time
