CX analyst - Call center

Descripción de la oferta

We are seeking an experienced CX analyst to help our Advisory Services and Applied Insights team in a dynamic, multi-channel contact center environment. This role is pivotal in optimizing processes and delivering exceptional customer experiences.
Your responsibilities will include collecting and analyzing customer feedback, identifying areas for improvement, and developing actionable insights to enhance overall customer satisfaction. You will collaborate closely with cross-functional teams to implement customer-centric solutions and ensure that the voice of the customer is integrated into all aspects of our business strategy. By leveraging your analytical skills and passion for customer service, you will contribute directly to creating effortless and enjoyable experiences that foster loyalty and drive business success.
Key Responsibilities:
Dive deep into customer data from various sources. This may include customer interactions, feedback surveys, transactional data, website analytics, social media engagement, and operational performance metrics.
Utilize your analytical skills to identify trends, patterns, and anomalies that reveal opportunities for improvement across the customer journey and actions that our internal Operations team can take to improve overall performance.
Develop a deep understanding of our customers needs, behaviors, and preferences to uncover actionable insights.
Proactively analyze data to pinpoint specific areas where we can enhance customer satisfaction, increase loyalty, and drive advocacy.
Go beyond surface-level observations to identify the root causes of customer pain points and challenges.
Clearly articulate and frame opportunities in a compelling way that resonates with stakeholders across different departments.
Formulate hypotheses based on your initial findings and conduct rigorous analysis to validate or disprove them.
Employ statistical techniques and data modeling to ensure that your insights are robust and reliable.
Required Qualifications:

Minimum studies: Bachelors or Masters Degree or University Degree or equivalent.
Proven experience (2+ years) in a data analysis role, preferably within a customer experience or marketing context.
Proficiency in data visualization and analysis tools (e.g., Google Looker, Google Analytics, Tableau, SQL).
Excellent communication and presentation skills, both written and verbal.
CX expertise: Familiarity with CX methodologies, approach, tools, and trends.
Experience with customer feedback platforms and survey analysis tools, such as Qualtrics or Medallia.
Knowledge of statistical modeling and machine learning techniques.
Ready to take the lead in Data analysis and process improvement?
Apply Now!

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• 2 años de experiencia

Palabras clave: analista, analyst, callcenter, teleoperador, telefonista, telephonist, telefonico

Ayer (actualizada)

Acerca de TWW SAS

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists, ambitious about making things work. We continuously evolve to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution finding. It's what we call smarter people experiences.

We are 28,000 customer experience specialists, at 50 contact centers and a large network of home...

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists, ambitious about making things work. We continuously evolve to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution finding. It's what we call smarter people experiences.

We are 28,000 customer experience specialists, at 50 contact centers and a large network of home agents, across 23 countries, delivering services in 33 languages to international brands in various industries. We are Transcom.

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