Generate, analyze, and interpret contact center performance data using Power BI and Microsoft Applications for internal stakeholders and senior management.
Ensure data accuracy and integrity across various systems, including data extraction and reporting from platforms like Genesys, Otolink, Keyloop, Microsoft Applications, Nanosoft, Yardi, Karix, and Konnect Insights.
Design and manage reporting templates and dashboards to align with KPIs and Contact Center operational goals.
Collaborate with CS & S Manager and Customer Quality Officer to improve reporting standards, data collection methods, and analysis techniques.
Provide actionable insights from data analysis to enhance contact center operations and customer experience.
Manage end-user access and permissions for data platforms to ensure security and data integrity.
Monitor reporting platforms for seamless data flow and on-time report delivery.
Develop data collection strategies to support CRM campaigns and data-driven decision-making.
Create digital campaigns in Genesys contact center platform and report the campaign results.
Assist CS &S Manager in managing the contact center operation in coordination with CC supervisor.
Requirements
Bachelor’s degree in information management, Computer Science, or equivalent degree
2 - 3 years’ experience in business intelligence; 2-4 years’ experience in contact center as call agent &/or team leader &/or supervisor managing multiple channels/processes 3. Analytical skills, the ability to analyze large data sets
Ability to analyze, research or query data
Ability to present, interpret, discuss or write about the conclusions, inferences and results gained from researching data
Ability to analyze data in Excel, prepare Excel spreadsheets or PowerBI
Excellent time management
Maintain production and quality standards.
Punctuality and efficiency, with the ability to prioritize
Strong knowledge in Genesys PureCloud contact center platform.
Ability to create Powerbi workspace and connect datasets from external applications/platforms.
Benefits
Employment Visa
Paid Annual Leave
Medical Insurance for self & dependents
Return air ticket every two years for self & 3 dependents
Company T&Cs Apply
In most of the cases interview become the matter of success for the job seeking candidates. Actually during the interview every employer wants to select the right person from the herd that could fulfill the demands of situation. After appropriate qualification confidence of the candidate is the demand of every employer. Therefore, it is necessary to spend some time in assessment of personal confidence before going to appear in the interview.
Majority of the expert the job candidates to forget everything about the environment and just think about the questions asked to you during confidence. In this way one could utilize his mind properly and could produce the best output in the interview. Furthermore, it is good idea to think in mind that only you are the right candidate for the post and employer will definitely select you for the post. In this way you could boost your confidence up-to many folds in the interview.
Building confidence for success in an interview is crucial, as it can greatly impact your performance and how you present yourself. Here are some tips to help you boost your confidence and excel in your interview:
Preparation is Key: Thoroughly research the company, its values, culture, products/services, and recent news. Understand the job description and requirements. This knowledge will make you feel more confident and capable during the interview.
Practice Interview Questions: Anticipate common interview questions and practice your responses. You can also use the STAR method (Situation, Task, Action, Result) to structure your answers for behavioral questions.
Mock Interviews: Conduct mock interviews with a friend, family member, or career counselor. This will help you practice your answers, receive feedback, and get comfortable with the interview format.
Positive Self-talk: Replace negative thoughts with positive affirmations. Remind yourself of your achievements, skills, and strengths. Focus on what you bring to the table.
Visualization: Visualize yourself succeeding in the interview. Imagine yourself confidently answering questions, engaging with the interviewer, and leaving a positive impression.
Body Language: Maintain good posture, make eye contact, and offer a firm handshake. Positive body language exudes confidence and professionalism.
Dress Appropriately: Choose attire that aligns with the company culture and the role you're interviewing for. When you feel well-dressed, it can boost your self-assurance.
Arrive Early: Plan to arrive at the interview location well ahead of time. This will give you a chance to settle in, calm your nerves, and mentally prepare.
Breathing Exercises: Practice deep breathing exercises before the interview to relax your body and mind. Deep, slow breaths can help reduce anxiety.
Focus on Accomplishments: During the interview, highlight your past achievements and experiences. Discuss specific instances where you contributed to a team or solved a problem successfully.
Engage with the Interviewer: Show genuine interest in the company and the role by asking thoughtful questions. This demonstrates your enthusiasm and willingness to contribute.
Controlled Speech: Speak clearly, confidently, and at a moderate pace. Avoid using filler words such as "um" and "uh."
Confidence Through Preparation: The more prepared you are, the more confident you'll feel. Have extra copies of your resume, a list of references, and any supporting documents ready.
Learn from Rejections: If you don't succeed in one interview, view it as a learning opportunity. Reflect on what went well and what could be improved for the next time.
Mindfulness and Relaxation: Practice mindfulness techniques or relaxation exercises to manage interview jitters and keep your focus in the moment.
Remember, building confidence takes time and effort. By consistently practicing these tips and focusing on your strengths, you can increase your confidence and improve your performance in interviews.