Customer Experience Enhancement Director

2 days ago


Doha, Baladīyat ad Dawḩah, Qatar malomatia Full time
About the Position

The Customer Experience Enhancement Director plays a critical role in driving operational efficiency, quality, and continuous improvement within the contact center environment. This role involves analyzing data, identifying opportunities for optimization, implementing best practices, and driving initiatives to enhance the overall performance of the contact center.

Responsibilities:
  • Analyze contact center performance metrics, including service level, average handle time, first call resolution, customer satisfaction, and agent productivity.
  • Identify trends, patterns, and areas for improvement based on performance data and historical trends.
  • Prepare and present regular reports and dashboards to stakeholders, highlighting key insights, performance trends, and actionable recommendations.
Skills and Qualifications:
  • Proven experience in a business excellence, process improvement, or operations role within a contact center or customer service environment.
  • Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
  • Excellent project management skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.


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