Contact Center Analyst (Team Leader) Cummins Talent Acquisition
Cummins Talent Acquisition
Office Location
Full Time
Experience: 3 - 3 years required
Pay:
Salary Information not included
Type: Full Time
Location: Maharashtra
Skills: Data Analysis, Customer Support, Performance Analysis, Report Development, Continuous improvement, Project coordination, Project Management, Workforce management, Policy understanding, metric reporting, Customer satisfaction analysis, trend identification, Problemsolving
About Cummins Talent Acquisition
Job Description
Job Summary: Provides data and analysis of Customer Support activities, performance, and issues for Customer Support Supervisors and Managers. Key Responsibilities: As a member of the Contact Center team, provides data and analysis of activities, performance, and issues for Supervisor and Manager review; monitors Automatic Call Distribution System and develops reports and analysis. Participates in continuous improvement activities; provides data to support changing and improving processes in line with changing customer expectations/organizational goals; may act as project coordinator for complete projects, or project manage a portion of a larger project. Understands existing and new Contact Center policies and procedures; develops methods for collecting and reporting data to support Contact Center metrics and decision making; reports on customer satisfaction metrics; assists with workforce management with call volume and staffing level analyses. Identifies trends and suggests causes and solutions for review by Supervisors and Managers.,