Overview
We are seeking a Call Centre Analyst with expertise in Dynamics 365 for a critical 4-month contract role focused on stabilising customer service operations following a recent digital transformation. The analyst will work closely with the Head of Customer Service & Experience to assess current processes, diagnose performance issues, and implement data-driven improvements. This hands-on position is vital for driving operational efficiency and enhancing the customer journey in a fast-paced environment.
Responsibilities
- Conduct a rapid assessment of current customer operations, analyzing multi-channel data to identify traffic trends and core contact drivers.
- Perform root cause analysis on post-implementation issues related to Dynamics 365, identifying process and configuration flaws.
- Evaluate and optimise configurations within Dynamics 365, including workflows, routing rules, and dashboards to enhance service delivery.
- Establish forecasting and reporting mechanisms to help manage operational pressures and reduce response times.
- Identify and implement immediate improvements based on data-driven insights to boost service performance.
Requirements
- Proven technical expertise in configuring and optimising Dynamics 365 in a customer service environment.
- Strong analytical skills in dissecting multi-channel contact centre data to identify operational issues.
- Extensive experience with workforce management, queue management, and short-term forecasting.
- Demonstrated ability to thrive in high-pressure post-implementation environments, restoring operational stability.
- Experience communicating insights and recommendations to senior stakeholders effectively.