Overview
The Real-Time/Data Analyst will play a critical role in a dynamic customer-focused organization, driving operational effectiveness within the Customer Service Centre. Collaborating with senior leadership, the analyst will interpret complex data from contact centre operations to inform decision-making and enhance customer experience. This position requires deep analytical skills to identify trends, optimize processes, and improve CRM functionality, ultimately leading to a significant impact on service delivery.
Responsibilities
- Monitor live performance and analyze call/email traffic patterns.
- Build accurate short- and long-term forecasts for customer contact volumes.
- Review case management data to identify root causes for customer contact.
- Map current and future workflows to enhance operational efficiency.
- Translate operational requirements into functional CRM improvements.
- Deliver data-led presentations and recommendations to senior stakeholders.
- Identify pain points and escalation drivers within customer journeys.
- Support resource planning through demand forecasting and analysis.
Requirements
- Proven experience as a Real-Time Analyst or similar role in a high-volume contact centre.
- Demonstrable skills in analyzing multi-channel traffic and case management systems.
- Strong expertise in forecasting customer demand and resource planning.
- Hands-on experience with CRMs and advanced data manipulation techniques.
- Ability to translate data into actionable narratives and improvement plans.
- Experience in stakeholder management and delivering clear presentations.