تحلیلگر تجربه مشتریان

Job Description

• Review data to identify trends.
• Create and maintain recurring reporting to illustrate analysis results.
• Document and communicate the results of data analyses to appropriate stakeholders.
• Create short-term and intermediate-term workload forecasts and schedules for client service resources.
• Monitor and adjust resource work schedules to ensure adequate resource coverage to achieve service level targets.
• Provide a consistent customer experience while measuring success with defined metrics.
• Responsible for identifying and driving improvement of call center processes, customer interaction approaches agent and management support tools, communication of operational changes and enhancements, and adherence to operating procedures.
• Collaborate with business partners to drive improvements in processes, systems, reporting tools, training materials, and any additional methods necessary to improve customer experience.
• Monitor processes for improvement opportunities using a defined system of metrics and controls.
• Identify issues in trending data and escalate appropriately to minimize the impact on our business and customers.
• Write, maintain, and update process-related documents for the call center including employee-facing instructional guides, process maps, flow charts, and procedure manuals.