CTC006478 - Call Center Quality Analyst - Senior

Secteur industriel: Telecommunications

Type d'emploi: Contract

Durée: One year

Mode de travail: On Site

Description

IMPORTANT

TOP 3 Skills:

MUST be BILINGUAL

Must be very Analytical , with strong EXCEL skills.

Great experience with Call Center KPIs.

Will be supporting internal call center.

Reason for need: OVERLOAD.

Are you looking to make the employee experience richer and simpler? Do you know the best practices in data analysis and key contact center KPIs? Are you looking to thrive in a fast-paced environment and work with a team who is passionate about what they do? If you answered an enthusiastic “YES!” then we may have an exciting career opportunity for you!

Our people are empowered to make big things happen and supported by growth, training and personal development opportunities. This strategic role will provide endless opportunities for you to see your innovative ideas come to life!

The Role:

The Employee Services team is currently seeking an energetic, disciplined and result-oriented senior call center quality analyst to join a cross-functional team serving client’s employees for their human resources questions.

Responsible for:

Screening incoming and outgoing contacts (Call, email, online) to ensure quality, customer service, and adherence to the policies and procedures of the organization

Provides feedback to assist in the creation of performance improvement goals and the development of training programs

Lead the production and analysis of all Employee Services scorecards

Participate in several contact center transformation initiatives

Essential Skills/Competencies:

Mastery contact center KPIs, reports and metrics

Very strong MS Excel skills

Proven ability to manage multiple projects and deliver highly effective results

Strong attention to detail to ensure accuracy of information

Identify obstacles, take appropriate actions, demonstrate initiative and judgment, and suggest and lead solutions and process improvement

Be recognized for its discretion and respect for confidential information

Be able to work under pressure and meet tight deadlines

Ability to work and evolve in a constantly changing environment

Level of Experience and Education Required:

Fully bilingual (English/French)

5 years experience in a Call Center Quality Analyst role

Strong strategic thinking and problem-solving, as well as the ability to work tactically and make data driven decisions

Ability to monitor progress and quality effectively, remain detail-oriented at the same time understand the big picture

A distinctive blend of technology, business and analytical skills

Clear and concise verbal and written communication style, able to effectively communicate technical information to different levels

Nice to have: ServiceNow experience (preferred) or relevant experience with other Case Management, ticketing or CRM cloud systems

Additional considerations

Province/City – Montreal/Toronto/Atlantic provinces

Mobile/hybrid in office and teleworking