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Apple Global Contact Delivery Support Analyst Ireland, Cork 876186290
Yesterday
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A CDS is passionate about finding issues and driving them to resolution. You will find issues by digging into dashboards of data, reporting tools and escalations raised by AC contact centers and our partners. Additionally, you will monitor real time and historical data to understand issues that are impacting Contact Center service levels, contact delivery and Advisor availability. The faster you can recognise and resolve the more rapidly we can improve the customer experience.- Collect and analyse data from various sources to identify trends, patterns, and insights. - Develop and maintain dashboards, reports, and visualisations to communicate findings effectively. - Collaborate with stakeholders to define data requirements and ensure data quality. - Perform statistical analysis to support decision-making processes. - Identify opportunities for process improvements and contribute to data-driven strategies. - Present findings and recommendations to management and other stakeholders.- Influence partners to drive resolution and continuous improvement.
- Proficiency in data analysis tools such as SQL, Python, R, or similar programming languages.
- Experience with data visualisation tools like Tableau, GBI, or similar
- Ability to work independently and successfully navigate ambiguity
- Detailed understanding of Contact Center metrics and how these metrics impact performance
- Ability to analyse and interpret real time and historical data to identify and execute strategies for issue resolution
- Demonstrated ability to build your own ideas and work to develop effective strategies to get results
- Leadership skills that demonstrate your ability to lead peers, peer groups and various management levels
- Attention to detail and ability to manage multiple projects simultaneously.
- Excellent communication skills, with the ability to present complex information clearly.
- Understanding of Genesys Routing Systems
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