Call Centre Process Analyst

Responsibilities

• Monitoring Calls: Analysts listen to live or recorded calls to ensure agents adhere to company guidelines and provide quality service
• Assessing Agent Performance: They evaluate agents interactions with customers, providing feedback and coaching to improve process and communication
• Assessing Technology and Skills within Team : Implement new technologies / tools or new ways of work to streamline processes and improve the quality of customer interactions
• Competitor Analysis: Analysts compare the call centers performance with competitors to identify strengths and weaknesses
• Designing Evaluation Programs: They develop metrics and programs to assess and improve agent performance and customer service quality

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