Job Description

Call Centre Process Analyst - 6-Month 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.
• Problem-solving 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 center's 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.