Contact Centre Performance Reporting Specialist
4 days ago
We are seeking a skilled Contact Centre Performance Analyst to join our team.
- Our ideal candidate will have strong analytical skills and the ability to provide detailed technical, professional, policy and operational support in relation to complex problems.
- They will summarise and present complex data outputs using effective communication techniques.
- The successful candidate will also provide analytics and insights into operational performance and customer contact behaviour.
- Furthermore, they will report and analyse to provide intelligence into contact centre trends and performance.
- Assessing the impact of demand on the agency environment is also crucial to inform forecasting and improve performance.
- Maintaining and presenting accurate data, as well as creating high-level correspondence and reporting documents, are key responsibilities.
To be considered for this role, you will require:
- Strong analytical and reporting experience is essential.
- A background working in customer service or a contact centre environment is highly desirable.
- Excellent stakeholder engagement skills and intermediate to advanced IT skills are necessary.
- You should also possess high attention to detail and data accuracy, as well as strong written and verbal communication skills.
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