add_filter( 'create_job_application_notification_headers', 'job_applications_cc_email' ); function job_applications_cc_email( $headers ) { $headers[] = 'Cc:info@tych.co.za'; return $headers; } @ini_set( 'upload_max_size' , '10M' ); @ini_set( 'post_max_size', '10M'); @ini_set( 'max_execution_time', '300' ); @ini_set( 'upload_max_size' , '10M' ); @ini_set( 'post_max_size', '10M'); @ini_set( 'max_execution_time', '300' );

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Information Technology

CALL CENTRE PROCESS ANALYST (6 MONTHS) FTC – JOHANNESBURG – GAUTENG Fixed Term Contract

Responsibilities

  • Monitoring Calls: Analysts listen to live or recorded calls to ensure agents adhere to company guidelines and provide quality service
  • Assessing Agent Performance: They evaluate agents interactions with customers, providing feedback and coaching to improve performance
  • Identifying Trends: By analyzing data, they spot trends and areas for improvement, helping to enhance customer satisfaction and operational efficiency
  • Implementing Technology: They integrate new technologies and tools to streamline processes and improve the quality of customer interactions
  • Competitor Analysis: Analysts compare the call centers performance with competitors to identify strengths and weaknesses
  • Designing Evaluation Programs: They develop metrics and programs to assess and improve agent performance and customer service quality

 

Technical Skills

  • Analytical Skills: Ability to analyze data and identify trends to improve processes and performance.
  • Technical Proficiency: Familiarity with call center software like Office 365 and Excel for data management and reporting.
  • Communication Skills: Strong verbal and written communication skills to provide clear feedback and training to agents.
  • Problem-Solving: Ability to identify issues and implement effective solutions to enhance efficiency and customer satisfaction.
  • Attention to Detail: Ensuring accuracy in data analysis and reporting to maintain high standards of quality.
  • Customer Service Orientation: Understanding customer needs and ensuring the call center meets or exceeds customer expectations.
  • Project Management: Managing multiple projects and initiatives to improve call center processes and performance.
  • Adaptability: Staying updated with the latest technologies and industry trends to continuously improve call center operations

Job Overview

  • Job ID: 96569
  • Date Posted:
  • Location: Johannesburg
  • Job Title: CALL CENTRE PROCESS ANALYST (6 MONTHS) FTC – JOHANNESBURG – GAUTENG
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