Job Summary :

• Define business analysis and reporting requirements to support contact center operations, marketing, and relevant business units.
• Design and prepare performance analysis report, dashboard, presentation for cross functional team and executive meetings.
• Conduct root cause analysis of key performance metrics with actionable recommendations for operations improvement or revenue generation.
• Interpret data and analyze results using data management tools or performance tracking system to support data-driven decision making.
• Understand and communicate customer insights and contact analytics in driving new business or solution initiatives.
• Collect and analyze best practices in contact center technology movement or trend

Job Description :

• Define business analysis and reporting requirements to support contact center operations, marketing, and relevant business units.
• Design and prepare performance analysis report, dashboard, presentation for cross functional team and executive meetings.
• Conduct root cause analysis of key performance metrics with actionable recommendations for operations improvement or revenue generation.
• Interpret data and analyze results using data management tools or performance tracking system to support data-driven decision making.
• Understand and communicate customer insights and contact analytics in driving new business or solution initiatives.
• Collect and analyze best practices in contact center technology movement or trend