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.