Contact Center Analyst (Team Leader) Job in
- Kpr sugar apperals
- 3 to 7 Yrs
- Other Maharashtra
- 9 months ago
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Job Description
- Job Summary: Provides data and analysis of Customer Support activities, performance, and issues for Customer Support Supervisors and Managers. Key Responsibilities: As a member of the Contact Center team, provides data and analysis of activities, performance, and issues for Supervisor and Manager review; monitors Automatic Call Distribution System and develops reports and analysis. Participates in continuous improvement activities; provides data to support changing and improving processes in line with changing customer expectations/organizational goals; may act as project coordinator for complete projects, or project manage a portion of a larger project. Understands existing and new Contact Center policies and procedures; develops methods for collecting and reporting data to support Contact Center metrics and decision making; reports on customer satisfaction metrics; assists with workforce management with call volume and staffing level analyses. Identifies trends and suggests causes and solutions for review by Supervisors and Managers.,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Contact Center Analyst (Team Leader) Job inContact Details:
Company: Cummins TalentLocation(s): Other Maharashtra+ View Contact
Keyskills: Data analysis Customer support Report development Continuous improvement Project coordination Project management Metrics reporting Workforce management
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