Description
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Main responsibilities
Under the supervision of the Senior Manager, GI Journey and Distribution Insights, the specialist will be involved in the following key activities:
Analyze call center performanceIdentify relationships between customer interactions and transactions (conversion, digital deflection, multi-call journeys)Enhance explainability of resultsConnect transactional and behavioral data to support decisions (staffing, channel strategy, customer experience)Develop advanced forecasting capabilitiesBuild and maintain models to predict call volumes and Average Handling Time (AHT), with a focus on long-term forecastingTrack and communicate key performance indicators (KPIs)Call volumes (received/answered), AHT, conversion, abandonment, deflection, etc.Deliver advanced analyticsConduct funnel and cohort analyses to identify key performance drivers
Full time
Mathematical Science Occupations