Customer Care Analyst

See below

Core Functions

• Provide insight and support the forecast, trend, variance analysis and other statistical reviews to ensure key Customer Care Centre performance goals are met.
• Create and manage staffing schedule for inbound, outbound and non-call activities and recommend real time action to meet volume and AHT service goals.
• Utilize available statistics and tools (Avaya Analytics etc) to report hourly, daily, weekly, monthly stats for KPIs and other metrics to identify opportunities for improvement.
• Conduct data analysis of historical reports and recommend solutions to reduce real time performance issues and recommend system change requests as required.
• Perform data analysis on information extracted from internal and external sources to analyze customer interactions, behavior trends, monitor strategy execution and provide key business insights and recommendations for action.
• Conduct modeling, forecasting, trending, variance analysis and other statistical techniques to discover patterns and build predictive models for customer behavior and Customer Care Centre performance.
• Accounts for budget allocations to Customer Care Centre to ensure expenditure is tracked and reviewed within agreed limits.

 Qualifications & Experience

• Bachelor’s Degree in Banking/ACIB Diploma, Finance, Statistics, Business Management, Accounts, Human Resource Management or any other related discipline
• Minimum of three (3) years working experience in a bank or financial institution with at least two (2) years of which should be in an Analyst role or a role requiring the production, presentation and assessment of Performance Reports, or in Banking Operations or Digital Channels.