Cognitud - Operations Analyst - Contact Center

Responsibilities :

• Leverage existing tools to effectively communicate the current state of issues that may or may not be impacting Customer Success to a variety of stakeholders.
• Develop insights and ad-hoc analyses to understand both forecasted outcomes and impacts of incidents on Client customer success queues in real-time, historically, and intraday to meet business needs.
• Drive cross-functional actions to mitigate the impact of production issues and ensure progress toward resolution Lead cross-functional initiatives to optimize performance (both intraday and proactively).
• Effectively communicate and interact with Sr Leadership to create awareness on the current state and build confidence in actions being taken to mitigate and resolve issues.
• Prioritize competing tasks, foster stakeholder buy-in, manage multiple inputs, and communicate progress effectively.

Primary / Required Skills :

Key Performance Indicators (Average Handle Time, Abandon Rate, Average Speed of Answer, Service Level Agreements etc :

Education : Bachelors or Masters degree.

Timings & Mode of Work :

ref : iimjobs.com)