Posted January 16, 2013 Report this job.

CSAT Performance Analyst - Call Center

Convergys  | Cincinnati, OH, US

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VOC Analyst, Customer Analytics Group
Serving Contact Center CSAT Environments


Dimension & Scope:

The Business Consultant-VOC Analytics will leverage analytical, customer satisfaction, contact center and process improvement experience in support of contact center operational performance improvement initiatives. This position works with contact center clients in the analysis of contact center processes that have an impact on transactional customer satisfaction scores and on the design and implementation of improvement initiatives to improve those CSAT scores. The Analyst will focus on developing, championing, and leading CSAT performance improvement efforts.

Principal Duties and Responsibilities:


• Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance. Report and trend performance metrics on a daily/weekly/monthly basis; produces monthly management reports.

• Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools.

• Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between customer satisfaction and other operational metrics such as quality, AHT, etc.

• Facilitates root cause analysis to determine the key drivers behind customer satisfaction performance.

• Facilitates customer satisfaction action planning sessions with Contact Center Operations. Develops recommendations involving operational process changes that are expected to improve customer satisfaction results; solutions require resolution of complex operational issues.

• Facilitate the implementation of performance improvement initiatives in collaboration with Contact Center Operational units; leverages continuous improvement processes.

• Develop updates to reflect current status of activities; proactively monitors progress against action plans and makes decisions to ensure goals are met; monitors contact center operational performance on goals and objectives; isolates initiative effectiveness on improving customer satisfaction.

• Manage extremely complex activities that have a high impact, broad scope and long implementation time frames.

Education & Professional Certifications:

• Bachelor's degree in related field from a four-year college or university with five to eight years related experience; or
• Equivalent combination of education and experience
• MBA preferred

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