Our client, a global software company is looking to hire a Contact Center KPI Analyst for a 1-month contract position with a strong chance to extend. The consultant will work remotely and be supporting multiple projects as this role is focused on deliverables that typically take a week.
The consultant will be responsible for working with both internal stakeholders; architects, developers, etc as well as customer stakeholders to provide expert guidance and support in optimizing contact center operations, monitoring and improving KPIs, and implementing cloud Contact Center solutions. The consultant will work to develop and implement strategies to improve contact center KPIs such as First Call Resolution, Average Handle Time, and Customer Satisfaction as well as improvements in customer interactions, agent performance, and overall operational efficiency of the solution.
Everything this group is working on is tied to improving the ROI of this solution for the customer.
Required Skills:
- 5+ years of experience in contact center operations, with a focus on Operations, KPI measurement and optimization.
- Must have experience with Genesys Cloud
- Must have experience with 2 of the 3 following; Avaya, Nice, Cisco, Five9
- Strong analytical skills and the ability to interpret data to drive decision-making
- Must have extremely strong communication skills
- Must have strong visual skills as this team is creating a detailed deck which is customer facing