Operational Efficiency Expert

4 days ago


Manama, Manama, Bahrain Data Direct Bahrain Solutions W.L.L Full time

Contact Center Performance Management

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This role involves analyzing real-time contact center metrics to identify trends, anomalies, and areas for improvement, and providing recommendations to enhance operational efficiency. You will also collaborate with contact center supervisors and managers to develop and implement process improvements.

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Responsibilities

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  • Analyze real-time contact center metrics to identify trends, anomalies, and areas for improvement.">
  • Provide recommendations to enhance operational efficiency based on analysis of real-time data.">
  • Collaborate with contact center supervisors and managers to develop and implement process improvements.">
  • Conduct training sessions to educate agents and supervisors on new processes and procedures.">
  • Maintain detailed records of real-time actions taken, performance trends, and key insights to support post-analysis and reporting.">
  • Participate in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new tools and dashboards.">
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Requirements

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  • Bachelor's degree in business, statistics, or a related field preferred.">
  • Proven experience in real-time monitoring and analysis within a contact center or customer service environment.">
  • Proficiency in contact center software and workforce management tools.">
  • Strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly.">
  • Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.">
  • Detail-oriented with the ability to multitask effectively in a fast-paced environment.">
  • Knowledge of call center operations, including key performance indicators (KPIs) and Interval Compliance (IC).">
  • Flexibility to work shifts, including evenings, weekends, and holidays, as needed.">
  • Strong teamwork and interpersonal skills to collaborate effectively with cross-functional teams.">
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About Our Team

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We are a diverse and dynamic team of professionals dedicated to delivering exceptional customer experiences. We are passionate about innovation, excellence, and collaboration, and we are looking for talented individuals who share our vision.

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What We Offer

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We offer a dynamic and challenging work environment, opportunities for professional growth and development, and a competitive compensation package.



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