Workforce Management Specialist
Contact Center Company
Total years of experience :3 years, 8 Months
Generate and distribute agent
performance reports in accurate and
timely manner for all CCC programs.
• Analyze business information to identify
process improvements for increasing
business efficiency and effectiveness.
• Maintain Verint Performance
Management tool for tracking, managing,
and improving individual and team
performance across the organization.
Enterprise Customer Experience Excellence
July-2016toJuly2021
• Analyze survey data received from
various channels, develop insights and
initiatives for the management.
• Implement/track CEX programs,
initiatives, and recommendations across
organization.
• Prepare and present visual impactful data
dashboards with trends and insights on
program implementation.
• Evaluate the impact of project
implementation and recommend
improved solution.
• Assess customer service journey on
products / services to identify customer
pain points, develop initiatives and
implement initiatives to enhance the
experience.
• End to end handling of closing the loop
program for EBU customers.
• Develop customer experience user guide
books and communications for frontline
staff.
• Proactively monitor data related to
customer experience KPIS to foresee
customer impact and recommend
corrective actions
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