Channel Performance Lead

The role:

As our new Channel Performance Lead you will manage channel performance across Sales & Service in order to deliver strategic objectives across the telephony structure.

This includes working closely with frontline leaders to identify customer patterns and to continuously monitor the contact centre KPI’s & Sales conversion rates.

Position Accountabilities:

• Provide analytic solution development expertise, using cloud-based data analytics platforms to deliver self-service analytics solutions, providing insights into trends, patterns and opportunities to improve the Sales & Service Department
• Collaborate with internal and external stakeholders to effectively build and integrate call systems
• Administer daily operations of the Unified contact centre solution software which includes, but are not limited to: monitoring and analysing the outbound and inbound campaigns and message source...