B2B Data & Systems Analyst

What's the role?

As a Data & Systems Analyst, you will be responsible to define Business Contact Center KPI analysis and reporting and to use those metrics for strategic changes to ensure service level attainment and data accuracy. In this role you will also be responsible for defining processes to ensure service level and abandon rate targets are met. Also, this role is responsible for administering Business Contact Center systems. This entails running accesses to agents across all platforms (voice and non-voice), developing systems routing strategy to ensure the most appropriate interaction handling, and using system deflection capabilities to improve digital containment of interactions. This role also oversees continuous intraday monitoring of call volumes and patterns to elevate potential customer impacting issues to appropriate departments for triaging.

How can you add value?

• Monitor real time consistency statistics and complete ...