Chief Analyst - Call Center (UAE National)

الوصف الوظيفي
Duties and Responsibilities:
Analyze raw data from across all Call Center operations systems, processes and operational and extract trends, results and analysis.
Evaluate the Call Centers operations, processes, KPIs, SLAs, OLAs etc for accuracy, effectiveness.
Recommend modifications to Call Center policies and procedures based on analysis of data.
Monitor Call Center systems against vendor SLAs and KPIs for performance issues and provide action plans to address and improve.
Periodically review SLA agreements with third parties to ensure service provided.
Conduct business analysis activities and align technical systems.
Evaluate Call Center owned technical systems in terms of efficiency suitability for business requirements and accuracy.
Maintenance of technical assets belonging to Call Center to ensure quality and audit compliances are met.
Act as a technical liaison between multiple departments as required ensuring deliverables of Call Centres requirements .
Provides analysis and status updates on Call Center operations, support/maintenance issues, and Call Center systemic enhancements concerning Call Center technical systems.
Project management of projects for Call Center as assigned by management and ensure compliance to RTA project management policies and guideline.
Maintain accurate, up to date documents in relation to Call Center risks, BCP plans etc;
Ensure that the Call Center meets the require certification, compliance and operating standards ie AGF, PCI.
Preparation and review of statistical/reporting/analytical MIS requirements including ad hoc reports, trending data, and respond to inquiries.
Perform other responsibilities associated with the position as appropriate
المهارات
Qualifications:
Bachelor degree in Business Administration from a recognized university.
6 years of relevant experience to Contact Centers or Customer Service.
Sound knowledge of Contact Center technologies and platforms, and Knowledge of compliance and operating standards.
Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes.
Computer-literate performer with extensive software proficiency covering wide variety of applications
Exceptional listener and communicator who effectively conveys information verbally and in writing.
Resourceful team player who excels at building trusting relationships with customers and colleagues.
Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent tasks.
Excellent Business writing skills.
Problem identification and problem resolution skills.
Quantitative and statistical skills to review analyze and present data in a format usable by non-quantitative executives and decision makers.
تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة النقل بالسكك الحديدية والمترو; النقل بالسيارات
طبيعة عمل الشركة صاحب عمل (القطاع العام)
الدور الوظيفي البحث والتطوير
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني إدارة
عدد سنوات الخبرة الحد الأدنى: 6
منطقة الإقامة الإمارات العربية المتحدة
الجنسية الإمارات العربية المتحدة
الشهادة بكالوريوس/ دبلوم عالي

*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/uae/jobs/chief-analyst-call-center-uae-national-4119272/