Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance. Report and trend performance metrics on a daily/weekly/monthly basis; produces monthly management reports.
To find opportunities and analyses qualitative and quantitative data and translating data into insights to identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools
Coordinates with statisticians for development of key driver analysis, statistical linkages, and calibration between Service delivery team KPI and other Contact Centre operational metrics such as quality, AHT, OSAT, etc.
Facilitates root cause analysis to determine the key drivers behind Service delivery performance.
Facilitates Service delivery action planning sessions with Contact Centre Operations. Develops recommendations involving operation...
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