Manager, Customer Interactions Analytics
Tasks
- Adopt new technologies and tools to enhance customer experience
- Collaborate with agents supervisors and partners to resolve escalated issues
- Design and execute customer experience improvement programs
- Ensure compliance with operational processes
- Establish and monitor KPIs
- Facilitate team meetings training and cross departmental initiatives
- Generate and present performance reports to senior leadership
- Lead and coach customer interactions analysts
- Lead process improvement initiatives to close operational gaps
- Manage third party vendor relationships
- Use data analytics to identify trends and drive initiatives
Perks/Benefits
- Adoption Assistance
- Backup dependent care
- Behavioral health support
- Employee resource groups
- Family building support
- Infertility coverage
- Medical/Dental/Vision insurance
- Mentorship programs
- Paid caregiver leave
- Paid parental leave
- Training programs
- Volunteer activities
Skills/Tech-stack
Cause analysis | Continuous Improvement | Customer Operations | Customer satisfaction | Customer support | Data Management | Data analytics | Etech | KPI Management | Lean Six Sigma | Master Data | Master Data Management | Performance reporting | Process optimization | Project Management | QEval | Root Cause Analysis | Root cause | Six Sigma
Education
Bachelor of Engineering | Bachelor of Science | Master of Science
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