• Reviews customer satisfaction and other operational metric results to identify trends in performance. • Analyzes qualitative and quantitative data and identifies performance improvement opportunities. • Proactively determines areas for focus and conducts analyses to understand the drivers of performance gaps. • Coordinates data feeds with Operations to provide data for analysis. • Supports relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may be contributing to lower key metric results; serves as an extension of the Operational team; may document operational processes as input to improvement initiatives. • Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation. • Facilitates action planning sessions with Call Center Operations or other stakeholders. Aids in developing recommendations involving operational changes that are expected to improve results; assists in testing of new/revised processes. • Facilitates the implementation of action plans in collaboration with Call Center Operational units. • Develop updates to reflect current status of activities; monitors progress against action plans and contributes to decisions to ensure goals are met; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics. • Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews; interacts with external clients to present analytic results and solution recommendations. • Identifies problems that may jeopardize the analysis or program and works with manager to determine contingency plans. • Contributes to decisions regarding analytic design, information requirements and deliverable schedules.

Contact center agent at Nestlé Business services - Egypt