Expert Service Performance & Analytics
Islamabad, Islamabad Capital Territory, Pakistan
USD 141K-212K (estimate) Senior-level Full Time
Tasks
- Analyze service performance trends and drivers
- Build dashboards and scorecards
- Conduct vendor and SLA performance analytics
- Forecast contact demand and capacity needs
- Measure customer satisfaction and complaint resolution outcomes
- Measure deflection and containment quality by intent
- Model demand shocks and capacity pressure
- Monitor AI servicing performance and detect degradation
- Own customer operations performance reporting
- Perform root-cause analysis of contacts and complaints
- Quantify repeat contact and first-contact-resolution by intent
Perks/Benefits
Skills/Tech-stack
ACD | Capacity Planning | Cohort Analysis | Contact Centre | Contact Centre Analytics | Correlation Analysis | Demand forecasting | Forecasting | Generative AI | IVR Analytics | Intent detection | LLM | Microsoft Excel | Power BI | Process Automation | Python | R | SQL | Sentiment Analysis | Series analysis | Speech Analytics | Statistical Analysis | Tableau | Text Analytics | Time Series | Time Series Analysis | WFM
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