Leading the data analytics function to support contact center performance improvement by designing accurate KPIs and providing analyses that inform operational and strategic decisions, enhancing customer satisfaction and operational efficiency.
Responsible for the end-to-end management of demand, capacity, costs, performance measurement, and executive reporting for customer service operations, ensuring target service levels are achieved with maximum operational and financial efficiency, while supporting data-driven strategic decision-making.
Job Responsibilities:
Leading the development of predictive workforce plans by analyzing workload changes and call forecasts.
Establishing flexible scheduling strategies to ensure 24/7 operational readiness.
Developing analytical models to forecast future call volumes and optimize resource utilization.
Defining and managing key performance indicators (KPIs), reviewing them to ensure target service levels are met.
Preparing and approving operational budgets, monitoring financial deviations to ensure efficiency and effectiveness, including temporary workforce shortages or unexpected workload increases.
Driving initiatives to improve operational efficiency and cost control while maintaining service quality, and proposing ways to optimize spending without compromising service.
Developing crisis management plans to operate the contact center effectively under various scenarios.
Providing periodic analytical reports to senior management to support strategic decision-making.
Leading the development and continuous updating of contact center management information systems.
Supervising the analysis of KPIs and delivering accurate strategic reports.
Designing and implementing precise performance measurement mechanisms to ensure quality and responsiveness to customer feedback.
Preparing periodic reports on contact center management and staff performance, based on call quality, maintenance response, handling time, and overall customer satisfaction.
Monitoring individual and team performance of contact center staff, analyzing feedback to enhance team training.
Identifying and analyzing inefficient employee patterns and behaviors to improve work methods and achieve higher service levels.
Ensuring continuous integration and updating of CRM data.
Providing regular analytical reports to senior management showing overall performance with actionable recommendations.
Identifying and analyzing negative performance patterns and proposing corrective plans to enhance overall performance.
Job Qualifications:
Bachelor's degree in any relevant field.
(10-15) Years of experience.
Experience in designing and managing key performance indicators (KPIs), dashboards, and scorecards.
Proven experience in managing or implementing data-driven decision-making systems.
Proficiency in database management systems and reporting tools such as SQL, Power BI, Tableau, and Crystal Reports.
Leadership skills with a strong ability to work and collaborate effectively within a team.
