The Customer Support Analyst role is a key component in driving, monitoring and analyzing the volumes and performance in Customer Support while constantly improving the support experience for CS agents and Skype users alike.
This role will be based in Tallinn and will report to the CS Workforce Manager.
Responsibilities and Targets:
* Scheduling, forecasting, and real-time email flow in a multi-lingual, multi-skill, multi-queue environment.
* Monitoring real-time/short-term/long-term email traffic/volume from multiple queues, responding to spikes in volumes, and when necessary secure all contact centre resources for the duration of the surge.
* Ensuring sufficient time is planned to support the business needs through training, individual representative development, team meetings, etc.
* Scheduling and balancing workload to maximize staff productivity and meet established Service Level Agreements (SLA) and Key Performance Indicators (KPI).
* Providing hourly/daily/weekly/monthly reporting and statistical analysis to ensure that Customer Support management team has the information necessary to make the appropriate business decisions and optimize resources.
* Managing KPI data with contact center to develop initiatives based on trends.
* Continuously producing historical/real-time performance (productivity and quality) metrics, analysis, and reporting according to deadlines.
* Performing on-going analysis including tracking and analyzing performance by individual and by team and reporting actual performance to standards; analyzing performance trends and impact on goal achievements.
* Constantly recommending improvements to email flows, email routing, contact centre management, etc.
* Showing initiative for improving processes and tools.
* Administrating WFM/CRM software to maximize contact center productivity.
* Performing additional responsibilities as requested.
Pre-requisite knowledge, skills and experience:
* Must be multi-task oriented team member with ability to self-manage tasks to completion within time lines.
* Advanced computer skills with aptitude for learning and using multiple systems.
* Excellent skills in organization, prioritization, time management and handling multiple tasks.
* Ability to work under pressure and stress while executing day-to-day operational demands.
* Committed to work flexible work-hours and weekends.
* High level of commitment, initiative, vision and enthusiasm.
* Advanced knowledge in MS Excel, PowerPoint and data analysis.
* Contact center operational experience is a plus.
Personal attributes:
* High level of commitment, initiative, vision and enthusiasm.
* Proactive, open minded, flexible and ready to travel.
* Quick learner.
Location - Tallinn, Estonia, Europe:
Ref: CS-WF-SUP-EE
