Contact Centre Development Specialist - Permanent - Glasgow
Contact Centre Development Specialist required for leading Mobile Telecoms company in Glasgow to be responsible for taking complex data sets (100,000's lines) from multiple data sources and translating the information into actionable intel for the Contact Centre management team to improve customer experience.
The Contact Centre Development Specialist role delivers real time insight to the contact centre delivery team enabling the creation and execution of longer term business cases. You will be responsible for assessing the financial and customer benefit of making transformational changes. Strong influencing and relationship skills are essential.
The Contact Centre Insight Executive is tasked with identifying and analysing areas of opportunities that can become high impact initiatives to continuously improve the standard of service from our contact centres. The dimensions are across large scale improvements to our customer experience, employee experience or cost structure and help deliver on the 5 year channel strategy.
The role provides the Contact Centre Development team with timely, accurate and actionable insight based on qualitative and quantitative assessment of data and customer feedback. The insight should enable creation of plans, production of business cases and assessing the financial and customer benefit of making transformational changes.
Responsible for data mining to find areas for improvement both in operations and customer experience. E.g. monitoring channel performance online vs retail for certain campaigns.
Rationalising complex data and translate it into a usable story for non-technical managers.
Must have strong Excel, SQL AND SAS Skills
Please apply via this site in the first instance or send a CV with covering note to Fred.Cope@Projectpeople.com
Project People is acting as an Employment Agency in relation to this vacancy.