Contact Center Business Analyst

We are seeking a skilled Contact Center Business Analyst to join our dynamic team in Maharashtra. The ideal candidate will play a crucial role in analyzing and optimizing our contact center operations, leveraging advanced CRM systems and AI-powered tools to enhance customer interactions and drive business success.

As a Contact Center Business Analyst, you will be responsible for gathering and analyzing data related to customer interactions, identifying trends, and providing actionable insights to improve service delivery. You will collaborate closely with cross-functional teams, including IT, sales, and customer service, to ensure that our contact center strategies align with overall business objectives.

Key responsibilities include

• Conducting thorough business analysis to identify areas for improvement within the contact center.
• Utilizing Salesforce and other CRM tools to track performance metrics and customer feedback.
• Implementing AI-powered solutions to enhance customer experience and operational efficiency.
• Preparing detailed reports and presentations to communicate findings and recommendations to stakeholders.
• Collaborating with team members to develop and execute strategies that improve customer satisfaction and retention.

The successful candidate will possess strong analytical skills, a deep understanding of contact center operations, and proficiency in Salesforce and CRM systems. Familiarity with AI technologies and their application in customer service will be a significant advantage.

If you are passionate about leveraging technology to improve customer experiences and drive business results, we encourage you to apply for this exciting opportunity.