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Chief Analyst Call Center job in Dubai RTA

government job in Dubai

Chief Analyst  Call Center job in Dubai RTA


Job Description


 • Analyze raw data from across all Call Center operations systems, processes and operational and extract trends, results, and analysis.
• Evaluate the Call Centers' operations, processes, KPIs, SLAs, OLAs, etc for accuracy, effectiveness.
• Recommend modifications to Call Center policies and procedures based on the analysis of data.
• Monitor Call Center systems against vendor SLAs and KPIs for performance issues and provide action plans to address and improve.
• Periodically review SLA agreements with third parties to ensure the service provided.
• Conduct business analysis activities and align technical systems.
• Evaluate Call Center owned technical systems in terms of efficiency suitability for business requirements and accuracy.
• Maintenance of technical assets belonging to Call Center to ensure quality and audit compliances are met.
• Act as a technical liaison between multiple departments as required ensuring deliverables of Call Centres 

requirements.

• Provides analysis and status updates on Call Center operations, support/maintenance issues, and Call Center systemic enhancements concerning Call Center technical systems.
• Project management of projects for Call Center as assigned by management and ensure compliance to RTA project management policies and guidelines.
• Maintain accurate, up to date documents in relation to Call Center risks, BCP plans, etc;
• Ensure that the Call Center meets the require certification, compliance and operating standards ie AGF, PCI.
• Preparation and review of statistical/reporting/analytical MIS requirements including ad hoc reports, trending data, and respond to inquiries.
• Perform other responsibilities associated with the position as appropriate

 

Qualifications


 • Bachelor's degree in Business Administration from a recognized university.
• 6 years of relevant experience to Contact Centers or Customer Service.
• Sound knowledge of Contact Center technologies and platforms, and Knowledge of compliance and operating standards.
• Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes.
• A computer-literate performer with extensive software proficiency covering a wide variety of applications
• Exceptional listener and communicator who effectively conveys information verbally and in writing.
• Resourceful team player who excels at building trusting relationships with customers and colleagues.
• Flexible team player who thrives in environments requiring the ability to effectively prioritize and juggle multiple concurrent tasks.
• Excellent Business writing skills.
• Problem identification and problem resolution skills.
• Quantitative and statistical skills to review analyze and present data in a format usable by non-quantitative executives and decision-makers.

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