Senior Customer Contact Optimization Analyst
Hyderabad, Telangana, India
INR 2040K-2647K (estimate) Senior-level Full Time
Tasks
- Analyze customer interaction data
- Assess customer support workflows
- Collaborate on customer journey analysis
- Conduct quality audits
- Create reports
- Evaluate service quality metrics
- Gather, document, validate business requirements
- Identify patterns and improvement opportunities
- Maintain performance dashboards
- Present insights to leadership
- Provide training coaching and peer support
- Recommend customer support process improvements
- Standardize customer contact optimization best practices
Perks/Benefits
- N/A
Skills/Tech-stack
AI tools | CRM | Cause analysis | Customer Experience | Data Modeling | Data Visualization | Data reporting | Excel Macros | MS Excel | NICE | Nexidia | PeopleSoft | Pivot Tables | Power BI | Power Query | Qlik | Root Cause Analysis | Root cause | Salesforce | Tableau | Trend analysis | Variance analysis | Workflow Optimization
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