Job Scope:

• Responsible for the continual innovation and improvement of the contact centre services to achieve better customer satisfaction and to reduce manual resources at the centre.
• Well versed with prevailing contact centre technologies and business strategies to actively trial and adopt best practices into the Contact Centre.
• Able to perform call related data, trend and complaint analysis to identify areas of improvement in the call centre and call handling processes.
• Migration of calls to digital or self-help channels to reduce manual handling of calls by CSOs but not compromising on customer experience.
• Work closely with the Trainer to refine the FAQs for better customer experience and ease of use and understanding by the CSOs.
• Work closely with the Trainer to improve the competency and service quality of the CSOs and recommend training needs of CSOs through data analysis.
• Provide recommendations to the Authority for any business transformation initiatives.
• Provide the reports and data analytics required.

Job Qualifications:

• Possess a recognized Degree relevant in the service industry.
• Have at least 3 years of relevant experience in Contact Centre industry including data/trend prediction & analysis, self-help migration, actively making FAQs refinement, recommend CSOs training needs based on customer experience; etc.
• Must have data analytics knowledge.

Bernice Mae Nocum Rallonza EA License No. 02C3423 Personnel Registration No. R1442141

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