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Job Details

Call Center Analyst

Location
Irving, TX

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Profile

Description:
Telecommunication's Call Analytics Team provides stakeholders strategic insight into Consumer and Mass Business broadband, video and voice services. This team is focused on delivering insight into call drivers and volume reduction opportunities, process and training effectiveness, agent execution, customer reactions to initiatives, and pain points that can be focused on to improve the customer experience.
Responsibilities
• Conduct call observations using an online observation system, Qfiniti (call recording system) and Nexidia (data mining system) to deliver core customer experience data, analysis and recommendations to the observation team to be communicated outward
• Complete 100% of assigned observations
• Success is measured on productivity (completing monitors) and accuracy (were the questions answered correctly)
Required Skills & Experience
• Prior Telecommunication experience is highly preferred (working in Telecommunication call center, call center support, PM or quality related work)
• Telecommunication product, CoFEE and Qfiniti knowledge desired
• CSSC/BSC sales experience
• Strong understanding of call center processes
• Strong listening and written/oral communication skills
• Attention to detail
• Strong attendance is key to success and necessary to meet objectives
• Must have ability to work independently and in team environment

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