alert the supervisor of any trends in customer calls, complaints, or requests. Assist with all queries Minimum 3 years in an Internet Service provider call center environment. A strong understanding of Wireless
offer insight into the performance of the Contact Center. • Write SQL queries and procedures to pull data • Analyze customer touchpoints with the Contact Center • Identify trends and patterns in the customer behaviors • Make data backed recommendations on Contact Center programs • Manage cross-platform reporting and
in a similar role; financial services, contact centers, or debt collection experience is a plus Expertise
service-level obligations. Retain ownership of support-call and diligently manage to resolution. Verify whether the Team Leader or Manager of trends in customer calls. Perform research and continued effort towards education information-request in the call-logging system. Ensure that all auxiliary fields in the call-logging system are information becomes available (e.g. call-source, contact-details, CI-selection, call categories, severities, etc journals/activity history. Escalate observations where the call-logging system is incorrect or incomplete in order
test management tools (e.g., TestRail, Quality Center). Excellent analytical and problem-solving skills
framework.
Strong understanding of user-centered UI design.
Familiarity with Azure
/>Are able to work in a 24/7 operating contact center
Rotational shifts
logging and following up on calls Log calls on behalf of clients Test completed calls or queries from clients
Calling on all Senior Software Engineers for a multinational media group in Cape Town. The successful
create, maintain and cull all related BOMS, work centers, routings and production versions. To extend materials