RTA Careers – Chief Analyst Call Center

Job Responsibilities:

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

Job Requirements:

• Sound knowledge of Contact Center technologies and platforms, and Knowledge of compliance and operating standards.
• Computer-literate performer with extensive software proficiency covering wide variety of applications
• Resourceful team player who excels at building trusting relationships with customers and colleagues.
• Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes.
• Exceptional listener and communicator who effectively conveys information verbally and in writing.

Qualification & Experience:

• 6 years of relevant experience to Contact Centers or Customer Service.
• Bachelor degree in Business Administration from a recognized university.

Job Details:

Company: Roads and Transport Authority

Vacancy Type: Full-time

Job Functions: Other

Job Location: Dubai, United Arab Emirates

Application Deadline: N/A

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