PURPOSE OF THE FUNCTION
The primary purpose is to harness the full potential of our interaction analytics technology to uncover insights and drive improvements within our contact centre operations. This entails leading the effort to research, analyse, and present actionable opportunities that will enhance efficiency, customer satisfaction, and operational excellence. The Analyst will serve as a crucial bridge between technology capabilities and business objectives, ensuring that data-driven decisions support the strategic goals of the organization.
KEY RESULT AREAS
Data & Platform Analytics
Utilize interaction analytics platforms (e.g., Verint) to analyze customer interactions
Ensure data accuracy, integrity, and proper configuration across channels
Integrate multiple data sources to enrich insights
Insight Generation
Identify trends, patterns, and customer sentiments
Develop KPIs related to customer experience and operations
Provide insights on agent performance and service quality
Recommendations & Business Impact
Translate data into actionable recommendations
Identify customer pain points and operational inefficiencies
Collaborate with Operations, WFM, and ICT teams to implement solutions
Support training, process improvements, and product enhancements
Create dashboards, reports, and presentations for stakeholders
Lead discussions, workshops, and feedback sessions
Provide ad-hoc analysis for business needs
Continuous Improvement
Identify gaps in processes and recommend improvements
Monitor effectiveness of implemented solutions
Promote data-driven decision-making across teams
KNOWLEDGE/EXPERIENCE
Bachelor's degree in business, Analytics, Computer Science, Information Technology, or related fields, or a proven track record in work experience.
English and Dutch Proficiency, written and spoken, of CEFR level C1, or higher. Additional relevant languages are a plus.
Minimum of 3 years of experience in analytics, data science, or a related role, preferably within a contact centre or customer service environment
Proven expertise in using analytics platforms/technology
Understanding of interaction analytics technology and methodologies
Proficiency in data analysis tools and software, including SQL, Python, R, or similar, referred
Experience in visualizing and reporting data insights in leading reporting platforms
Familiarity with contact centre operations and metrics and understanding of customer service