Main Activities
Customer Contact Center & Care Pod Analytics (70%)
Deliver analytics and insights for Contact Center performance (SLA, volumes, handle time, repeat contact, channel mix).Build and maintain executive-ready Power BI dashboards and scorecards focused on clarity and decision-making.Conduct root-cause analysis on call/chat drivers using structured and transcript data.Partner with Contact Center leadership and Workforce Management on planning, performance, and operational decisions.Support Care Pod initiatives (chatbots, routing, agent assist) with experimentation, rollout measurement, and impact analysis.Translate prototypes (e.g., Figma) into production-grade analytics solutions, including data modeling and DAX optimization.Act as an AI analytics partner, defining KPIs, monitoring adoption, and embedding insights into workflows. <...