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Senior Contact Center Analyst
Location:
Calgary
Description:
As an NRG employee, we encourage you to think creatively and proactively about your career choices. Our work environment is dynamic and the career opportunities across our businesses offer variety and challenge. Providing career growth to our own employees is critical to our ongoing success--take charge of your career goals and empower your future! Job Summary: As a Senior Contact Center Analyst, you will be responsible for monitoring, analyzing, and improving the customer experience and agent performance across multiple communication channels. You will also provide reports and recommendations to the management and stakeholders based on the data and insights derived from NICE CXone's interaction analytics and performance management tools. Essential Duties/Responsibilities: Configure and maintain NICE CXone's interaction analytics, quality management and performance management features to meet the business objectives and customer expectations. Analyze every customer interaction to understand the communication, outcome, and satisfaction level of both the customer and the agent. Identify and prioritize the root causes and trends of customer issues, complaints, and feedback across all channels. Provide actionable insights and suggestions to improve the customer experience and agent performance, such as coaching, training, process improvement, quality assurance, etc. Create and customize dashboards, KPIs, and reports to measure and track the contact center performance and customer satisfaction. Present and communicate the findings and recommendations to the management and stakeholders in a clear and concise manner. Collaborate with other teams and departments to ensure the alignment and integration of NICE CXone's solutions with other systems and platforms. Develop and maintain call center budget and forecast. Review and approve vendor invoices and create monthly accruals. Prepare presentation materials in support of Monthly and Quarterly Business. Visit ListedBuy for more information.
Company:
NRG
Posted:
January 28 on ListedBuy
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More About this Listing: Senior Contact Center Analyst
Senior Contact Center Analyst is a Other Art & Media Jobs Analyst Job at NRG located in United States. Find other listings like Senior Contact Center Analyst by searching Oodle for Other Art & Media Jobs Analyst Jobs.
Senior Contact Center Analyst is a Other Art & Media Jobs Analyst Job at NRG located in United States. Find other listings like Senior Contact Center Analyst by searching Oodle for Other Art & Media Jobs Analyst Jobs.