#Callcenter analyst professional#

The Call Center Analyst, in the Department of Information Technology, works at the Service Desk, which is the first point of contact for internal and external users when there are service disruptions. We respond to all candidates however only shortlisted candidates will be interviewed.Are you a technology problem solver? Do you like helping people fix technology related problems? Check out this opportunity to work with Wayne County's forward blasting Department of Information Technology! Please apply online via this job page by 15th January 2021. Must be proficient with CRM tools and analytics with excellent Microsoft office (intermediate Word, basic Excel).Must adapt well to change and successfully set and adjust priorities as needed.Ability to multitask and successfully operate in a fast-paced, team environment.Excellent communication skills able to deal with people at all levels inside and outside SunCulture.Bilingual with excellent technical, interpersonal, and analytical skills.Hands-on, detail-oriented, and a self-starter with strong execution skills with a roll-up sleeves mentality.Outstanding customer service skills and dedication to providing exceptional customer care.Excellent verbal, written, and interpersonal communication skills.Knowledge of call center terminology, applications, and metrics.At least 3 years experience in working in a call center as a quality analyst providing customer support to teams.Degree in Communication, Public relation, Customer Relations or any relevant field.Improve the current SunCultures Net Promoters Score by ensuring a high customer satisfaction rate.Prepare and analyze internal and external quality reports for management staff review and.Conduct and evaluate customer feedback surveys.Deliver weekly/monthly coaching feedback to agents- One on one sessions.

#Callcenter analyst professional#

Maintain a positive, empathetic, and professional attitude toward customers at all times.

Be proactive and answer team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.

Participate in customer and client listening programs to identify customer needs and expectations.

Monitor customer care social media and email responses to customers and ways of improving the responses.

Use quality monitoring data management system to compile and track performance at team and individual level.

Call monitoring and provide trend analysis data & feedback to call center team leaders and managers.

Participate in the design of call monitoring formats and quality standards.

Quality calibration with team members and other support staff and team leads in order to improve call quality.

This individual will assist in developing, implementing call center quality processes and procedures as well as making recommendations on training to be done in order to improve the overall SunCulture customer experience. The QA will monitor the inbound and outbound call and email responses to assess the team member’ss demeanor, technical knowledge on products and processes, customer service performance, and conformity to company policies and procedures. The Call Center Quality Analyst is responsible for assessing the quality of performance of the call center teams dealing with our existing and potential customers.

Over the last 5 years, the company has grown significantly and now has employed 100+ people around the world. We do this by developing and commercializing life-changing technology that solves the biggest daily challenges for the world’s 570 million smallholder farming households. IMPORTANT: Read the application instructions keenly, Never pay for a job interview or application.Ĭlick the Links Below to Get Job Updates.įounded in 2012, SunCulture’s Vision is to build a world where people take control of their environment in rewarding and sustainable ways. Submit C.V.!use the subject heading REVIEW.