Dwk560 Customer Experience Analyst

Job Summary:Monitoring and analyzing the performance metrics of our contact center to ensure the highest service levels. The ideal candidate will excel in data analysis, possess advanced Excel skills, and have a strong ability to identify root causes of issues and recommend actionable improvements. The position involves supporting daily operations, managing escalations, and ensuring that customer service standards are consistently met across all channels.Job Duties and Responsibilities:Monitor and analyze contact center performance metrics to ensure optimal service levels.Follow up on escalations and support day-to-day operations.Utilize advanced Excel skills to analyze data, identify trends, and pinpoint root causes of issues.Recommend and implement improvements to enhance customer service and operational efficiency.Collaborate with teams across departments to ensure seamless communication and effective problem-solving.Focus on reducing costs while improving agent performance and customer satisfaction.
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