Manager - Contact Centre Analytics

Company:
Michael Page International
Location:
New York City, NY
Job Type:
Full Time
Category:
Risk Management
Posted:
2/12/2013

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Job Description


Reporting into a Partner and leading a team of 5 professionals you will be responsible to analyse data from various customer service and operational functions. In addition to this your main responsibilities will be-

• To do a root cause analysis and diagnostics of Service operations
• Understand contact centre architecture and indentify key data points
• Liase with the onsite team to gather reporting requirements
• Identify the real time and historical dashboard requirement
• Develop key metrices across the various standard reporting platforms
• Track the overall effort progress and communicate weekly status to the application lead

Who we are looking for:

You must have atleast 8 to 10 years of experience in analytics with at least 1-4 years in service analytics in a contact centre industry. In addition you must be familiar with complex contact centre architecture, component and insights. You must possess good understanding of ETL process and ability to write advanced SQL queries, SAP BI etc.

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