Senior business analyst
Raya contact center
Total years of experience :13 years, 3 Months
• Studying positive or negative trends that determines the effectiveness of operations and affect on business productivity and profitability
• Responsible to identify any sort of weaknesses including dropped Table-F metrics and aims to eliminate them ensuring documentation for proper action plan
• Conduct improvement opportunity analysis in order to maximize Raya service offering and value added to its clients
• Align with all management levels in case of unexpected events, or potential crisis situations on ad-hoc basis to ensure actions take place for performance to be at the required status
• Align with all business owners that all business activities are benchmarked, and accurately measured on Table - F on an ongoing basis to maintain and improve performance to the required status
• Design Processes and make sure all concerned departments are aligned on.
Continuously Monitor Sample of the Agents’ Transactions (Sales, Aftersales, Social media and Chat)
Reporting Figures and analyze data to Find out areas of improvement and setting action plan accordingly
Coordinating With the client to achieve the Company Goals
Handel Customers complaints
Finding out the most sufficient solutions and taking required actions as per our Process
Creating marketing campaigns
Creating events and managing to get media sponsors for coverage
Develop new and creative ideas for marketing
Coordinating with sales department to achieve company goals
