Аналитик колл-центра — работа в Финляндии
Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.
Аналитик колл-центра - Какие навыки обязательны?
Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
Ensure objective assessment of calls with customers; see that all company procedures are adhered to.
Extract exportable data from multiple sources.
Educate and train a staff of call centre agents, supervisors and managers in the Quality Assurance (QA) process.
Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.
Use models (descriptive or inferential statistics) and techniques (data mining or machine learning) for statistical analysis and ICT tools to analyse data, uncover correlations and forecast trends.
Analyse call quality and performance trends; provide recommendations for future improvement.
Improve the customer satisfaction and the service level of a call centre by researching data such as call time, waiting time for customers and review company targets to seek measures to improve service level and customer satisfaction.
Ensure you are properly informed of the legal regulations that govern a specific activity and adhere to its rules, policies and laws.
Practise reasoning and apply simple or complex numerical concepts and calculations.
The technique of placing calls from one point to another in the fastest possible way to avoid tolls and congestion.
Compose work-related reports that support effective relationship management and a high standard of documentation and record keeping. Write and present results and conclusions in a clear and intelligible way so they are comprehensible to a non-expert audience.
Run simulations and audits to assess operability of newly implemented setups; detect errors for improvement.
Analyse, transform and model data in order to discover useful information and to support decision-making.
Recording systems and monitoring procedures used in keeping track of call quality and methods for improvement.
Undertake a systematic statistical examination of data representing past observed behaviour of the system to be forecast, including observations of useful predictors outside the system.
Utilise computers, IT equipment and modern day technology in an efficient way.
Make up evaluation forms of calls; cover subjects such as client services, risk management, legal compliance, etc.
Perform checks to ensure that call data have been entered correctly; report call errors to authorised personnel.
The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
Аналитик колл-центра - Какие навыки полезны, но не обязательны?
Master foreign languages to be able to communicate in one or more foreign languages.
Guarantee that employees' activities follow company regulations, as implemented through client and corporate guidelines, directives, policies and programmes.
Implement policies, methods and regulations for data and information security in order to respect confidentiality, integrity and availability principles.
The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with confidential information and the risks of non-compliance.
The cooperation between people characterised by a unified commitment to achieving a given goal, participating equally, maintaining open communication, facilitating effective usage of ideas etc.
Recount events and facts which happened in professional contexts in a trustworthy manner.
Create visual representations of data such as charts or diagrams for easier understanding.