مدیر تحلیل اطلاعات مرکز تماس

Job Description

In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.
We are waiting for you to continue this story.

Responsibilities:

• Develop and execute strategic plans for the contact center to align with overall business objectives.
• Define goals, KPIs, and performance metrics to measure success and improvement.
• Allocate and manage resources, including staff, technology, and budget, to ensure the contact center operates efficiently.
• Analyze contact center operations, including processes, workflows, and performance data, to identify areas for improvement.
• Optimize contact center processes, such as call routing, queuing, and scheduling, to improve efficiency and customer satisfaction.
• Develop and maintain systems and tools to collect, analyze, and visualize contact center data.
• Create dashboards and reports to provide insights for informed decision-making.
• Utilize historical data and predictive models to forecast contact center workload and staffing requirements.
• Monitor contact center performance in real-time, identifying and addressing issues promptly.
• Regularly assess KPIs, such as service levels, response times, and customer satisfaction.
• Manage and lead a team of analysts and specialists responsible for planning, analysis, and business intelligence activities.
• Communicate findings, insights, and recommendations to senior management and other relevant stakeholders.
• Collaborate with various departments to align contact center operations with business goals.
• Ensure that contact center operations comply with industry regulations and quality standards.
• Oversee quality assurance processes to maintain a high level of customer service.
• Drive change initiatives and ensure the smooth adoption of new strategies, technologies, and processes.

Benefits:

• Credit for: gym, therapy, and internet costs.
• Social security and complementary insurance.
• Educational platform for advanced courses.
• Snappfood’s discount codes.
• Loans.

Requirements:

• Bachelor's or Master’s degree in a relevant field (e.g., Business Analytics, Statistics, Data Science, Computer Science, Business Administration).
• Specialized certifications in analytics, business intelligence, or contact center management would be a plus.
• Strong knowledge of data analytics techniques and tools.
• Proficiency in BI tools like Tableau, Power BI, or similar platforms.
• Familiarity with various contact center technologies, including Customer Relationship Management (CRM) systems, Interactive Voice Response (IVR), Automatic Call Distribution (ACD), and workforce management tools.
• Capability to manage and prioritize multiple analytics projects simultaneously.