Senior Customer Contact Optimization Analyst
Hyderabad, Telangana, India
INR 1500K-1900K (estimate) Senior-level Full Time
Tasks
- Analyze customer interaction data
- Conduct quality audits
- Create reports and dashboards
- Evaluate customer contact workflows
- Gather and document stakeholder requirements
- Identify customer journey process gaps
- Maintain performance metrics reporting
- Present insights to leadership
- Provide process improvement recommendations
- Provide training and coaching on best practices
- Review service quality metrics
- Support customer focused enhancements
Perks/Benefits
- N/A
Skills/Tech-stack
Artificial Intelligence | Automation | CRM | Cause analysis | Customer Journey | Customer journey mapping | Dashboarding | Data Analysis | Data Visualization | Excel Macros | Journey Mapping | Microsoft Excel | NICE | PeopleSoft | Pivot Tables | Power BI | Power Query | Qlik | Reporting | Root Cause Analysis | Root cause | Salesforce | Tableau | Trend analysis | Workflow assessment
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