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Cognitud - Operations Analyst - Contact Center

Cognitud - Operations Analyst - Contact Center

Cognitud Advisory Services Private LimitedBangalore, India
8 days ago
Job description

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 :

  • 3-5 years' experience with Contact Center operations.
  • Working knowledge of contact center queue management systems (Amazon Connect, Grafana, or similar contact center tooling) Industry knowledge and experience managing contact center.

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

  • Strong interpersonal skills and ability to work well in dynamic & matrix team environments.
  • Experience with analytics to understand, manipulate and report data in an impactful way.
  • Ability to work independently and navigate ambiguity.

    • Education : Bachelors or Masters degree.

    Timings & Mode of Work :

  • WFO at Bangalore Hybrid model 3 days in office.
  • Ability to work from home during United States (PST) hours.
  • Flexibility with work schedule to cover business hours is a must (-Including weekends / holidays).
  • Applicant will be WFH during PST hours during the initial on-boarding and training, and will transition to IST hours at the Bangalore site.
  • The intent of the role is to eventually work IST hours at the Bangalore site, but we don't have any resources that can train and on-board the CWs, so we need to train them during PST hours only.
  • The role should have a tenure of 12 months, and it may be extended

    • ref : iimjobs.com)

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