Call Centre Process Analyst

1 week ago

Pretoria, South Africa NTT Data Full time

**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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