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Channel Performance & Optimisation Analyst (contract)

Greater London Contract / 12 months Up to £40 per hour

Channel Performance & Optimisation Analyst
London/ Remote
12 months contract
£40 per hour/ 40 hours per week

Salt have partnered with a global hospitality company who are looking for a Channel Performance and Optimization analyst to join their team. This role within the Channel Performance and Optimisation team will play a part in supporting the strategic direction of the team. It will also support a number of key deliverables for the team and on behalf of the overall business whilst supporting all tactical changes being made to our routing & configuration for all channels including inbox set up and permissions.

The ideal candidate will be analytical, highly organised, and an excellent communicator. They will have a good understanding of customer experience and customer experience technologies across all channels, Phone (Genesys), IVR, Chat, Email and Social and how technology is utilised to deliver effective customer journeys. They will bring thought leadership and utilise data to define the path forward across all channels ensuring a smooth and seamless experience for all.

Responsibilities

  • Collaborate with technical teams to drive optimisation of the rules and flows to ensure optimum customer experience and business efficiency
  • Collaborate with technical teams and product managers to drive requirements & strategy for customer contact channels
  • Maintain industry knowledge of current & evolving technologies for channel routing and optimisation
  • Work closely and collaboratively with CS operations and engineering teams to ensure reliable operations and SLAs are met or exceeded
  • Establish and support the ongoing process for real time updates to channel routing including updates to routing messages and announcements to cover all emergency situations and coordinate delivery through our real time teams.
  • Support project teams in creating new inboxes or routing flows
  • Supports movement of worktypes between inhouse and partner operations by delivering changes to routing and inboxes
  • Execution of roadmaps and plans for contact channels to support the business and collaboration with other areas of the business for prioritisation within the overall roadmap

Qualifications

  • Strong technical CS experience in large scale operations
  • 3+ years experience in similar role supporting channel delivery / optimisation team
  • Demonstrated interpersonal skills to interface well with operations
  • Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
  • Strong customer engagement and relationship management skills
  • Comfortable in an ambiguous matrixed organisation
  • Analytical – ability to tell a story with data and metrics, well developed problem solving and analytical skills , strong attention to detail

Job Information

Job Reference: 23312
Salary: Up to £40 per hour
Salary per: hour
Job Duration: 12 months
Job Start Date: ASAP
Job Industries: Analytics Jobs
Job Locations: Greater London
Job Types: Contract

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