Duration: 12+ months contract Job Description:
- Work on data collection projects, which may include continuous improvement assignments, data extraction, and compiling, monitoring, evaluating and reporting performance metrics supporting customer service targets.
- Assist with daily, weekly and monthly After Call Survey and Call Monitoring reporting
- Help maintain call Quality process that includes gathering data; produce various reports and performance measures to improve overall Customer Experience.
- Leverage NICE system reporting and call recording tools to optimize call centre operations, employee performance and quality
- 1-2 years professional work experience
- Analytical aptitude: Call Centre experience preferred.
- Well-organized and strong communication skills
- Proficient in Microsoft Word, Excel and Outlook
Responsibilities:
- Work on data collection projects, which may include continuous improvement assignments, data extraction, and compiling, monitoring, evaluating and reporting performance metrics supporting customer service targets.
- Assist with daily, weekly and monthly After Call Survey and Call Monitoring reporting
- Help maintain call Quality process that includes gathering data; produce various reports and performance measures to improve overall Customer Experience.
- Leverage NICE system reporting and call recording tools to optimize call centre operations, employee performance and quality
Experience:
- Intermediate: Typically, has up to approximately 4 years of experience performing this specific job function and requires some managerial oversight/direction.
- Advanced: Full knowledge of related concepts. Typically, has at least 4 years of experience performing this specific job function and requires minimal managerial oversight/direction.
- Expert: Full knowledge of the function. Demonstrated ability to apply concepts to the functional area and see big picture impact of actions. Typically, has approximately 7+ years of experience performing this specific job function and requires very limited managerial oversight/direction.
Skills:
- Customer Service, Call Center, Contact Center, Calling, Data Entry, Excel
Education:
- High School Graduate (College education preferred)
About US Tech Solutions:US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit . US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.