The Responsibilities of the Role:

• Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance. Report and trend performance metrics on a daily/weekly/monthly basis; produces monthly management reports.
• To find opportunities and analyses qualitative and quantitative data and translating data into insights to identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools
• Coordinates with statisticians for development of key driver analysis, statistical linkages, and calibration between Service delivery team KPI and other Contact Centre operational metrics such as quality, AHT, OSAT, etc.
• Facilitates root cause analysis to determine the key drivers behind Service delivery performance.
• Facilitates Service delivery action planning sessions with Contact Centre Operations. Develops recommendations involving operation...