Call Centre Process Analyst

Boardroom Appointments; Pretoria; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Boardroom Appointments is seeking a Call Centre Process Analyst on a 6-Month Contract in Pretoria to monitor calls, assess agent performance, and identify trends to improve customer satisfaction and efficiency.

The role focuses on implementing technology, conducting competitor analysis, and designing evaluation programs to raise service quality across the contact center.

Qualifications

• Ability to analyze data and identify trends to improve processes and performance.
• Familiarity with call center software like Office 365 and Excel for data management and reporting.
• Strong verbal and written communication skills to provide clear feedback and training to agents.
• Ability to identify issues and implement effective solutions to enhance efficiency and customer satisfaction.
• Ensuring accuracy in data analysis and reporting to maintain high standards of quality.
• Understanding customer needs and ensuring the call center meets or exceeds customer expectations.
• Managing multiple projects and initiatives to improve call center processes and performance.
• Staying updated with the latest technologies and industry trends to continuously improve call center operations.

Responsibilities

• Monitoring Calls: Listen to live or recorded calls to ensure agents adhere to company guidelines and provide quality service.
• Assessing Agent Performance: Evaluate agents' interactions with customers, providing feedback and coaching to improve performance.
• Identifying Trends: Analyze data to spot trends and areas for improvement, enhancing customer satisfaction and operational efficiency.
• Implementing Technology: Integrate new technologies and tools to streamline processes and improve the quality of customer interactions.
• Competitor Analysis: Compare the call center's performance with competitors to identify strengths and weaknesses.
• Designing Evaluation Programs: Develop metrics and programs to assess and improve agent performance and customer service quality.

Skills

Analytical skills

Office 365

Excel

Communication skills

Problem solving

Attention to detail

Customer service

Project management

Adaptability

Tools

Office 365

Excel

Job description

About the job Call Centre Process Analyst

Call Centre Process Analyst - 6-MonthContract

Technical Skills

• Analytical Skills: Ability to analyze data and identify trends to improve processes and performance.
• Technical Proficiency: Familiarity with call center software like Office 365 and Excel for data management and reporting.
• Communication Skills: Strong verbal and written communication skills to provide clear feedback and training to agents.
• Problem-solving: Ability to identify issues and implement effective solutions to enhance efficiency and customer satisfaction.
• Attention to Detail: Ensuring accuracy in data analysis and reporting to maintain high standards of quality.
• Customer Service Orientation: Understanding customer needs and ensuring the call center meets or exceeds customer expectations.
• Project Management: Managing multiple projects and initiatives to improve call center processes and performance.
• Adaptability: Staying updated with the latest technologies and industry trends to continuously improve call center operations.

Responsibilities

• Monitoring Calls: Listen to live or recorded calls to ensure agents adhere to company guidelines and provide quality service.
• Assessing Agent Performance: Evaluate agents' interactions with customers, providing feedback and coaching to improve performance.
• Identifying Trends: Analyze data to spot trends and areas for improvement, enhancing customer satisfaction and operational efficiency.
• Implementing Technology: Integrate new technologies and tools to streamline processes and improve the quality of customer interactions.
• Competitor Analysis: Compare the call center's performance with competitors to identify strengths and weaknesses.
• Designing Evaluation Programs: Develop metrics and programs to assess and improve agent performance and customer service quality.