Outsource Contact Center Analyst

What's the role?

In this role, you will support the Outsource Contact Center Manager in ensuring that Business Process Outsource (BPO’s) companies provide customer service to Liberty customers, operate effectively and efficiently in compliance with the desired important metrics and Key Performance Indicators. Responsible for day-to-day coordination with BPO contact persons to ensure compliance with headcount, efficiency, and quality metrics. In addition, will be required to drive and coordinate initiatives that promote higher NPS, recruitment and training initiatives, and continuous learning activates. Also, will prepare regular metrics dashboard, analyze variances, and suggest recommendations based on trends.

How can you add value?