Lead analyst - customer service quality - united states, orange
responsibilities
• responsible for evaluating the customer experience through contact center interactions via various channels: inbound, outbound, email, chat and social media (as applicable).
• analyze and identify trends in performance and provide actionable data and feedback to contact center management
• effectively coach agent as needed, participate in calibration sessions and play an active role in contact center quality assurance and training.
major roles and responsibilities :
• conducts evaluations of contact center agents to measure performance
• establish a steady process of evaluating and identifying key behaviors and defects that drive or reduce productivity and improve the customer experience
• provides coaching and training of contact center employees on policies, procedures and customer satisfaction issues as needed
• prepares and analyzes reports to identify trends and gaps in agent behaviors and determine which agents require more attention vs. those who need less attention.
• collaborate with contact center managers and supervisors to align the skills of the contact center agents with the needs of the customer, call center and company
• design and manage evaluation programs
• design and manage database application in ms access and sql
skills and requirements
bachelor’s degree preferred. associates degree with a minimum of 3 years relevant experience or high school/ged with a minimum of 5 years relevant experience required.
• thorough knowledge of customer service, credit collection policies and procedures.
• knowledge of company computer applications, customer relations, and operations.
competencies
be a role modelbe agilecollaborate and sharedevelop self & othersempower to growfocus to achieve resultstechnical skills
mobility information
please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country
avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. this is applicable to employees that will work in connecticut, maine, massachusetts, and new york within avangrd network and corporate functions. this does not include those that will work for avangrid renewables
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