Customer Experience Optimizer
3 days ago
We are seeking a Customer Experience Optimizer to join our team at Allianz Popular SL. As a key member of our Direct Service Excellence Team, you will play a pivotal role in ensuring the success of our Sales and Distribution contact centre.
About the OpportunityThis is an exciting opportunity for a motivated and results-driven individual to lead real-time operational performance, overseeing call queues, staff adherence, and service levels. You will work closely with our WFM and Sales & Distribution management teams to monitor and control the distribution of resource, ensuring key performance indicators are achieved.
The ideal candidate will have a strong understanding of contact centre metrics and the impact of non-adherence, as well as experience with WFM tools and real-time performance monitoring systems. They will be able to analyze data to identify trends and provide actionable insights, driving operational efficiency and improving customer experiences.
Key Responsibilities- Real-Time Monitoring & Management: Use WFM tools to monitor call centre performance, ensure SLA adherence, manage abandonment rates, and optimize schedules for productivity.
- Performance Analysis: Analyze real-time data to identify trends and provide actionable insights, driving operational efficiency and improving customer experiences.
- Intraday Management, Analysis, and Reporting: Monitor call queues and dashboards to maintain KPIs, prepare and share real-time performance reports, and evaluate forecast variances.
To be successful in this role, you will need:
- A minimum 2 years contact centre experience, with 1 year in a real-time or workforce management role.
- A strong understanding of contact centre metrics and the impact of non-adherence.
- Experience with WFM tools and real-time performance monitoring systems.
- Excellent numerical, analytical, and problem-solving skills.
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