Customer Service & Operations Analyst
Core
Provide crucial support to customers and colleagues in contact centres by responding to queries, investigating issues, and improving business processes and procedures.
Role type
Customer Service & Operations Analyst
Builds
Contact centre operations and customer service experiences
Domain
Customer Service / Operations
Deliverable
dashboards & analysis
Required skills
Analyzing and using performance data, Microsoft Office (Excel, PowerPoint, Word), Contact centre operations knowledge, Process improvement, Data logging and trend identification
Responsibilities
Responding to and investigating customer queries, Coordinating improvements to enhance efficiency, Keeping accurate records of day-to-day operations and logging incidents, Reviewing manual or ineffective processes for automation or enhancement, Providing coaching and support to operational centres, Maintaining focus on improving customer service experiences