Senior Call Centre Process Improvement Specialist
20 hours ago
We are seeking a highly skilled Senior Call Centre Process Improvement Specialist to join our team at NTT Data. This is an exciting opportunity for a motivated individual to make a significant impact on our call centre operations.
Key Responsibilities- Process Monitoring and Analysis: The successful candidate will be responsible for monitoring calls and assessing agent performance to ensure they adhere to company guidelines and provide quality service.
- Performance Evaluation and Coaching: They will evaluate agents interactions with customers, providing feedback and coaching to improve process and communication skills.
- Technology Implementation and Skills Assessment: The specialist will assess technology and skills within the team, implementing new technologies or tools to streamline processes and improve customer interactions.
- Competitor Analysis and Performance Metrics: They will compare the call centre's performance with competitors to identify strengths and weaknesses, and design evaluation programs to assess and improve agent performance and customer service quality.
- Analytical and Problem-Solving Skills: The ideal candidate will have strong analytical skills to analyse data and identify trends to improve processes and performance, as well as problem-solving skills to identify issues and implement effective solutions.
- Technical Proficiency and Communication Skills: They should be familiar with call centre software like Office 365 and Excel for data management and reporting, and possess strong verbal and written communication skills to provide clear feedback and training to agents.
- Project Management and Adaptability: The specialist will need to manage multiple projects and initiatives to improve call centre processes and performance, and stay updated with the latest technologies and industry trends to continuously improve call centre operations.
The estimated salary for this role is between $60,000 and $80,000 per year, depending on experience and qualifications.
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