CC Analytics Team Member - CoE
Job Level/ Designation - M2
Function / Department - Customer Service - Corporate / Service Partner Operations
Location - Ahmedabad
No of Positions - 1
Job Purpose
- Generate and share insights from the Contact centre data sources (inbound/outbound/BO/Chat/SM) with all stake holders from time to time.
- Generate insights in creating value addition, digital adoption, cost reduction and proactive addressing of customer issues.
Key Result Areas/Accountabilities
- Ensure all standard reports are designed, automated and periodically published
- Developing useful insights with cross channel utilization
- Develop and share insights on national and circle specific trends
- Share analysis on the reasons for the calls and suggest proactive measures to address them
- Share insights for digital enablement of customer requirements
- Monitor system disruptions impacting operations and share insights
- Track utilization of empowerments and suggest measures to improve first call resolution
- Track & Publish Upsell & Payback trend on a Weekly & Monthly basis
- Identify the frequently used- adhoc reports required by business teams and get standardised, designed and deployed
Core Competencies, Knowledge, Experience
- Ability to work on MIS and BI tools
- Sound knowledge of MS-Access/Excel
- Strong analytics capability to integrate multiple data sources and derive inferences
- 6 - 8 years of relevant experience in Analytics
- Must have technical / professional qualifications
- Graduate/Postgraduate - with 6-10 years of relevant experience with 3-4 years in telecom domain
- Good Analytical Skills
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