Lead Customer Excellence & Analytics
- Salary not listed
- Remote-friendly · fits your timezone
- Posted last week · via Kalibrr
Full Description
About The Role This role will act as the central intelligence and quality engine of the Contact Center. This role is responsible for driving continuous improvement across customer operations by integrating workforce optimization, frontline quality governance, and data-driven customer insights…
Read the full description at Kalibrr
Why This Role?
Kamu akan memiliki kesempatan untuk mengoptimalkan operasi pelanggan dan mengurangi keluhan dengan menggunakan data-driven insights.
Key Responsibilities
- Mengelola dan menyelaraskan tiga sub-fungsi inti: QA & Training, Customer Insight, dan WFM.
- Mengembangkan dan mengeksekusi inisiatif operasi internal untuk mengurangi tingkat keluhan.
- Bekerja sama dengan tim Product, Tech, dan Marketing untuk memecahkan masalah sistemik.
- Membangun kerangka kerja analisis penyebab akar (RCA) untuk mengidentifikasi titik kegagalan berulang.
- Mengelola siklus proyek untuk aliran kerja peningkatan CX dan melaporkan kemajuan kepada kepemimpinan CX.
- Memimpin tim silang departemen selama gangguan operasi besar untuk memitigasi dampak pelanggan.
Requirements
- Pendidikan S1 dalam Data Analytics, Statistik, Ilmu Komputer, Sistem Informasi, atau Ekonomi.
- Pengalaman kerja 3-5 tahun dalam CX Strategy, Process Excellence, atau Operational Management.
- Paham prinsip WFM, metodologi QA/Training, dan Customer Analytics.
- Bisa mempengaruhi non-leader CX untuk memprioritaskan perubahan berbasis CX.
Required Skills
View Excerpt — Full Description at KalibrrShow more
Read the full description at Kalibrr
About The Role This role will act as the central intelligence and quality engine of the Contact Center. This role is responsible for driving continuous improvement across customer operations by integrating workforce optimization, frontline quality governance, and data-driven customer insights…
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