Customer Experience Optimizer

5 days ago

City of Parramatta Council, Australia beBeeAnalysis Full time $80,000 - $120,000

Join our workforce as a high-performing Analyst and be an integral part of delivering exceptional customer experiences. With your passion for data-driven insights, you will play a pivotal role in streamlining operations, ensuring seamless customer interactions, and driving business growth.

Key Responsibilities
  • Lead the analytical process to optimize staffing levels and contact centre volumes, guaranteeing timely and efficient responses to customer inquiries.
  • Develop and implement robust scheduling strategies to meet fluctuating demand, minimizing service disruptions and improving overall productivity.
  • Collaborate with stakeholders to design and refine forecasting models, empowering data-driven decision-making and continuous improvement.
  • Monitor key performance indicators (KPIs) and proactively identify areas for enhancement, escalating critical issues to ensure uninterrupted service delivery.
  • Contribute to scenario planning and resourcing strategy development, facilitating informed decisions and proactive resource allocation.
  • Manage administrative tasks, including absence tracking, shift swaps, leave approvals, and performance reporting, ensuring seamless execution and minimal disruptions.

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