Purpose of the Role
To analyse, monitor, support and report on the End-to-End Customer Service Delivery Customer Experience (CX).
End-to-End Service delivery problem detection, root cause analysis and resolution.
End-to-End Service delivery problem and change co-ordination.
End-to-End Service Delivery Process mapping and operationalisation (Implementation).
Customer Service (Customer Experience) Agent support Training.
Analyse and support Operational Customer Service Delivery processes
Analyze Service Delivery data and information to identify bottle necks and Service Delivery improvements.
Work closely with and collaborate with various teams (Internal and External) achieve outcomes based on Customer Experience goals
Recommend Service Delivery performance improvements
Enhance Service Delivery workflows
Keep updated on industry and market trends related to Service Delivery.
Knowledge and Experience :
5 to 7 years experience in an operations environment
2 to 5 years working in the capacity an Operations Analyst with experience in Operational Problem Source Identification and Analysis and setting up Service Delivery Processes, Dashboards.
Skill Competencies :
Excel Advanced - How to use and create Pivot Tables
Data Analysis and Trending
Create process Flows
Developing and providing Training.
Excellent operational service delivery analytical skills
Strong attention to detail
Exceptional verbal and written communication skills
High proficiency in Microsoft Office applications especially Excel and working with Pivot Tables.
Must be able to work with minimal supervision
Good interpersonal skills working with different support and Technical levels.
Workflow management skills
Ability to prioritize and meet deadlines
Personal Characteristics :
Own It Do It Now