Role Purpose
Use customer’s voice to improve all inbound & outbound customer operations by identifying opportunities and business problems.
Your Place in the team
- Finding insights related to FOC.
- Formulate a business problems, quantify it and translate it into an actionable plan.
- Support the squad by providing ad-hoc analysis to predict and interpret the business trends for key decisions. Automate analytics and predictive alarms/triggers.
- Keep the squad informed of trends and opportunities by proactively analyzing current business analytics, processes, market intelligence and best practices to develop strategies that drive cost reduction and a differentiated client experience.
- Develop methods utilizing new or existing research/data to improve overall customer experience that leads to increased targeted sales and maximized performance. Conduct data-mining analyses for customer’s journey in call center channel.
- Utilize speech and text analysis to maximize revenue, reduce costs and improve efficiencies while improving overall customer experience for all channels.
- Create actionable insight and understanding, through the analysis of both quantitative and qualitative data, building recommendations that directly address business objectives.
- Collaboratively work with a team to develop search/category queries, Analyze recorded audio and audio-based data for critical insight, trends and patterns, conduct root-cause analysis, and deliver findings with recommendations for ongoing.
- Use interaction data and conduct root-cause analysis to deliver actionable insights that drive quantifiable improvements to customer experience, a deeper insight of KPI performance, trends, and improved performance in acquiring, retaining and servicing customers.
- Fixed term 6 monhts.
We are looking for you if you have
- BS degree in a computer/statistics/maths/engineering disciplines.
- Good level of English.
- Excellent command in MS Office Programs especially in Excel.
- Strong ability in planning, reporting and analyzing.
- Experience of working with large volumes of data.
- Excellent level of SQL knowledge.
- Excellent level of Logic, Analytical and Critical thinking capabilities.
- Ability to source, analyze data and use related tools (Excel, Business Objects, Knime).
• Tecrübe
Tecrübeli / Tecrübesiz
• Eğitim Seviyesi
Üniversite(Öğrenci)
• Yabancı Dil
İngilizce(Okuma : İleri, Yazma : İleri, Konuşma : İleri)
