Call Centre Process Analyst

Call Centre Process Analyst - 6-Month Contract

• 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.

• 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.