Customer Experience Analyst Allconnect
THIS JOB HAS EXPIRED Benefits:Full Benefits (Medical, Dental, Vision, 401k, etc)
Employment Type:Full Time
Department:Sales & Operations
Description:The Customer Satisfaction Analyst is a business position focused on driving our Customer Satisfaction program and engaging the company in efforts to drive customer satisfaction.
Duties:? Retrieve information from a variety of resources through discussions, documentation review, data analysis and system analysis and develop recommendations to address the findings.
? Perform periodic consultation sessions with contact center leaders in an effort to assist leaders with individual performance reporting and coaching.
? Produce periodic analyses and reports on performance at the team and individual agent level, and must be capable of reporting up to mid-level and senior-level leaders.
? Provide CSAT subject matter expertise upon request to the Business Development, Sales Operations, Customer Care, and Marketing organizations.
? Identify and provide sample calls for partner review, training needs, or ad-hock requests.
? Other Job duties/tasks as assigned
? Drive communication to achieve measurable results in customer satisfaction scores.
? Generate custom daily, weekly, monthly, quarterly, semi-annually, and ad hoc reporting as needed for specific partner programs.
? Analyze customer satisfaction survey data and identify top drivers of satisfaction and dis-satisfaction, highlighting best practices and improvement opportunities
? Provide executive level summaries of scores, trends, and improvement initiatives.
? Proactively work to indentify, communicate, and mitigate issues that may negatively impact customer satisfaction.
Qualifications:? 2-5 years experience focused on customer service process improvement
? BS/BA in related discipline (i.e. Business, Marketing)
? Strong analytical and problem solving skills in addition to excellent verbal and written communication skills
? Two or more years of experience with conducting statistical analysis, either as a leader or part of a team.
? Demonstrated experience in business and/or function analysis
? Microsoft Excel skills a must
? SQL and/or Business Objects experience desired but not required
? Survey writing experience desired but not required
? Ability to work with minimal supervision
||Four Concourse Parkway |
Atlanta, GA 30328
THIS JOB HAS EXPIRED