Call Centre Process Analyst

NTT DATA • Other • Pretoria, Gauteng, South Africa • $300 - $400 / year • 1d ago

Responsibilities

Monitoring Calls: Analysts listen to live or recorded calls to ensure agents adhere to company guidelines and provide quality service
Assessing Agent Performance: They evaluate agents interactions with customers, providing feedback and coaching to improve process and communication
Assessing Technology and Skills within Team : Implement new technologies / tools or new ways of work to streamline processes and improve the quality of customer interactions
Competitor Analysis: Analysts compare the call centers performance with competitors to identify strengths and weaknesses
Designing Evaluation Programs: They develop metrics and programs to assess and improve agent performance and customer service quality

Technical Skills

Analytical Skills : Ability to analyze data and identify trends to improve processes and performance.
Technical Proficiency : Familiarity with call center software like Office 365 and Excel for data management and reporting.
Communication Skills : Strong verbal and written communication skills to provide clear feedback and training to agents.
Problem-Solving : Ability to identify issues and implement effective solutions to enhance efficiency and customer satisfaction.
Attention to Detail : Ensuring accuracy in data analysis and reporting to maintain high standards of quality.
Customer Service Orientation : Understanding customer needs and ensuring the call center meets or exceeds customer expectations.
Project Management : Managing multiple projects and initiatives to improve call center processes and performance.
Adaptability : Staying updated with the latest technologies and industry trends to continuously improve call center operations

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