The Customer Contact Optimization Senior Analyst is responsible for evaluating and improving customer interaction processes and operations, with a focus 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
