Senior Customer Contact Optimization Analyst

The Customer Contact Optimization Senior Analyst is responsible for evaluating and improving customer interaction processes and operations, focusing on data analysis, reporting, workflow assessment, and identifying opportunities to enhance customer satisfaction, operational efficiency, and service quality.

Requirements

• Creating new reports, dashboards
• Maintain performance, metric, and analytical reporting for ongoing projects and operational requirements
• Act as a liaison between business stakeholders and technical teams to gather, document, and validate requirements
• Review performance dashboards and reports to evaluate productivity and service quality metrics
• Analyse data sets to identify patterns, trends, and improvement opportunities for enhancing customer experience
• Apply industry best practices to improve workflows, call/chat, email, CRM cases, processes, and customer engagement methods
• Balance technical and business understanding to recommend effective solutions for customer support operations
• Collaborate with Analytics teams to study end-to-end customer journeys and identify process gaps
• Present insights and recommendations to leadership to drive operational improvements
• Work cross-functionally with internal teams to support customer-focused enhancements
• Assist team members by ensuring reporting and documentation are accurate and delivered in a timely manner
• Conduct quality audits as required and provide process improvement suggestions
• Provide training, coaching, and peer support to standardize Customer Contact Optimization best practices

Benefits

• health insurance
• retirement plans
• workers' compensation insurance