Job Description:
We are seeking a skilled and dynamic Customer Experience Analyst to oversee and enhance our contact center operations. The ideal candidate will have a proven track record in managing end-to-end customer support services, implementing Net Promoter Score (NPS) strategies, and driving process improvements. The individual should excel in resolving customer escalations, collaborating with internal and external stakeholders, and implementing effective training programs. The role involves utilizing data-driven insights to optimize customer satisfaction and loyalty.
Responsibilities: -
Contact Center Management:
- Oversee end-to-end contact center operations, including Voice Call and Email quality.
- Ensure adherence to service level metrics, guidelines, and policies for providing exceptional customer support services.
Net Promoter Score (NPS) Strategies:
- Develop and implement comprehensive NPS strategies aligned with organizational goals.
- Design and execute NPS surveys, utilizing various methodologies and channels for capturing customer feedback.
- Focus on the quality of resolution to achieve the highest level of customer satisfaction and minimize repeat complaints.
Data Analysis and Reporting:
- Analyze NPS data to identify trends, insights, and opportunities for improving customer satisfaction.
- Prepare regular reports and dashboards, communicating findings and recommendations to stakeholders.
Escalation Management:
- Manage high-level customer escalation complaints, collaborating with internal and external stakeholders for resolution.
- Conduct root cause analysis and implement solutions to prevent future escalations.
Training and Compliance:
- Implement learning strategies and effective training programs aligned with customer experience objectives.
- Develop and implement compliance management frameworks.
Collaboration and Process Improvement:
- Collaborate with service networks, cross-functional teams, and sales channels to enhance operations and meet customer commitments.
- Contribute to process improvement initiatives, identifying and implementing changes for increased efficiency and effectiveness.
Data-driven Decision Making:
- Develop and maintain Interactive Visualized Dashboards using Microsoft Power BI, PowerPoint & Advance Excel.
- Provide key insights to stakeholders, driving data-driven decision-making.
Compliance and Risk Management:
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Conduct audits of processes and systems to identify areas for improvement and implement strategies to enhance compliance and reduce risk.
Qualifications:
- Bachelor's degree in a relevant field.
- Proven experience in customer experience management, preferably in a contact center environment.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration abilities.
- Proficient in Microsoft Power BI, PowerPoint, and Advance Excel.
If you are passionate about enhancing customer experiences, driving operational excellence, and leveraging data for decision-making, we invite you to apply for this exciting opportunity.
