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Customer Care Analyst About The Role
Customer Care allows us to hear our customer's voice via phone, email, chat and other channels. You will sit within the Analytics department and through the study of these communications, spot trends and comprehend where we should focus our efforts to improve customer retention and reduce costs. You will work closely with the department to understand how to improve agent efficiency by reviewing systems and processes. You will suggest where these can be improved to increase agent productivity and drive forward key metrics.
In addition to the above you will be sponsoring one of our Customer Care squads in understanding opportunity areas which will reduce compensation whilst maintaining retention and customer satisfaction (CSAT).
Activities you will be involved in:
Resource Planning - Through a mixture of Forecasting, Capacity Planning and Staff Planning, you will create schedules to ensure we have sufficient resources to handle all communications within our company SLAs.
Real Time Management - Working within a Team to watch real-time agent behaviour and advocate how shrinkage can be reduced.
Reporting on KPIs - Provide weekly updates on key metrics such as CSAT (customer satisfaction), first contact resolution rate, time to reply, average refund amounts and agent productivity.
Improving our self-serve capabilities for customer contacts and advising on opportunity areas to automate compensation.
Deep-dive analysis to understand the biggest contributors to CSAT.
Knowledge of using SQL in a business environment.
Knowledge of using coding languages such as Python or R would be beneficial.
Logical horsepower - you can fetch the data you need, understand it and tell an airtight story around it
Self-directed and proactive - you initiate and drive projects with minimal guidance
Commercial - you appreciate the wider strategy, you are able to trade off multiple considerations and make clear and sensible recommendations.
Developed skills of working in a fast paced, data focused environment where your work has motivated both insight and actions
Knowledge of working in a similar role such as Resource Planning or Real Time Coordinator would be beneficial.
Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture
embraces people’s diverse perspectives and creates a positive environment where everyone
belongs. We’re determined to build a better, more connected world for everyone.