Operational Improvement Analyst

6 days ago


Rawalpindi Cantonment, Pakistan Translation Empire PK Full time

About the Role

We are seeking an Operational Improvement Analyst to join our team, responsible for analyzing contact center performance and identifying opportunities for improvement. The successful candidate will possess excellent analytical skills, ability to communicate complex ideas effectively, and a passion for driving operational excellence.

Responsibilities
  • Contact Center Analysis: Analyze contact center data to identify trends and areas for improvement, developing data-driven recommendations for enhancement.
  • Escalation Management: Manage and resolve escalations from various channels, ensuring timely and satisfactory resolution for customers.
  • Quality Evaluation: Evaluate consumer data and agent interactions to measure service skills and policy adherence, providing actionable feedback for improvement.
  • Process Improvement: Develop and implement recommendations for continuous process improvement, enhancing overall efficiency and effectiveness.
Qualifications

To succeed in this role, you will require excellent analytical skills, strong communication and interpersonal skills, and the ability to work collaboratively with stakeholders. A background in operations management or a related field is highly desirable.



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