job description
Are you a data-driven professional with a passion for optimizing contact center operations? Join our dynamic team as a Contact Center Workforce and Quality Analyst and play a pivotal role in enhancing customer service excellence. In this role, you will leverage your analytical skills to forecast staffing needs, monitor performance metrics, and implement quality assurance initiatives to ensure our contact center operates at peak efficiency.
Based in the vibrant locations of Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, you will collaborate with cross-functional teams to drive continuous improvement and deliver exceptional customer experiences. This is a fantastic opportunity to grow your career in a fast-paced environment while enjoying the unique work-life balance that Bali offers.
If you thrive in a data-rich environment and are committed to operational excellence, we want to hear from you!
Responsibility
- Develop and maintain workforce management schedules to ensure optimal staffing levels and service delivery.
- Analyze contact center performance data to identify trends, gaps, and opportunities for improvement.
- Design and implement quality assurance programs to monitor and enhance agent performance.
- Collaborate with team leaders to forecast staffing requirements based on call volume and business needs.
- Generate comprehensive reports on key performance indicators (KPIs) such as average handle time, service level, and customer satisfaction.
- Conduct regular calibration sessions to ensure consistency in quality evaluations across the team.
- Recommend and implement process improvements to streamline operations and reduce costs.
- Provide training and coaching to contact center agents based on performance insights.
Qualifications
- Bachelor’s degree in Business Administration, Statistics, or a related field.
- Proven experience in workforce management, quality assurance, or contact center operations.
- Strong analytical skills with proficiency in data analysis tools (e.g., Excel, Power BI, or similar).
- Excellent communication and interpersonal skills to collaborate with stakeholders at all levels.
- Ability to interpret complex data and translate it into actionable insights.
- Familiarity with contact center technologies and workforce management software.
- Detail-oriented with a commitment to accuracy and continuous improvement.
- Ability to work independently and manage multiple priorities in a fast-paced environment.