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Job Description
- Think broadly and critically about quantitative analytical problems presented to our call center and apply the rout causes analysis.
- Review all inquiries related to our customer and our call center channels to insure process accuracy
- Observe company process and provide recommendations for advanced process leading towards best practice and excellent customer experience.
- Generate reports about different process gaps and recommended corrective actions.
- Link between company departments processes to achieve world class customer experience and to secure
- Prioritize corrective actions to secure process continuous improvement.
- Improve performance report for both CSR’s & projects with trends
- Providing performance analysis trends with financial & non-financial impact
- Providing data analysis and measuring performance to indicate goals met, goals missed and areas needing improvement in order to help business optimize and build value provided in order to be able to fulfill the performance obligations of the business
- Providing the necessary information as need arises to assist and support implementation of all new project scope
- Manage periodical reports for other functions (quarter reviews)
Job Requirements
- +10 years customer service experience
- Project Management is a plus
- Six Sigma certification
- Fluent English
- Ability to work in a collaborative manner with peers and leaders across the organization required
- Ability to think critically about problems and apply business and company acumen to develop solutions required