Monitoring and Improvement Expert

1 week ago


Rawalpindi Cantonment, Pakistan Translation Empire PK Full time
About the Role

In this critical position, you will be responsible for overseeing the evaluation and enhancement of our contact center services. Your expertise will be instrumental in refining our processes to meet the evolving needs of our customers and the company.

Main Responsibilities:
  • Data-Driven Decision Making: Analyze performance metrics to identify trends and patterns, informing decisions that drive business outcomes.
  • Customer Experience Champion: Advocate for customer-centric approaches, ensuring that agent interactions align with our service standards.
  • Process Optimization: Design and implement targeted interventions to improve efficiency, quality, and overall customer satisfaction.
  • Training Program Development: Partner with internal stakeholders to create customized training programs that address agent skill gaps and promote professional growth.
  • Knowledge Sharing: Create and maintain educational resources to support agent development and knowledge sharing.
  • Internal Collaboration: Foster strong relationships with internal teams, including leadership, training, and customer-facing departments.
  • Research and Analysis: Conduct thorough research on escalated calls, providing actionable insights to inform process improvements.
  • Reporting and Communication: Prepare and present comprehensive reports to stakeholders, highlighting key findings and recommendations.
Requirements

To succeed in this role, you will need exceptional analytical, problem-solving, and communication skills, along with a passion for delivering exceptional customer experiences.



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