Global Contact Delivery Support Analyst – 11 month

Job title:

Global Contact Delivery Support Analyst – 11 month

Company

Apple

Job description

Apple is a place where extraordinary people gather to do their best work. Together we build products and experiences people once couldn’t have envisioned – and now can’t imagine living without. Are you excited by the idea of making a real impact? Are you prepared to dream big? Then a career with Apple might be your dream job.Description DescriptionKeeping AppleCare’s worldwide contact centers running smoothly is at the forefront of what we do. A Global Contact Delivery Support Analyst needs to be a person that is willing to tackle any issue big or small that will help the Contact Center perform at its best. As a CDSA your schedule will need to be flexible to support WW Contact Centers based on the demands of the business. Additionally, CDSAs share an on-call schedule after normal business hours and on weekends. A CDS is passionate about finding issues and driving them to resolution. You will find issues by digging into dashboards of data, reporting tools and escalations raised by AC contact centers and our partners. Additionally, you will monitor real time and historical data to understand issues that are impacting Contact Center service levels, contact delivery and Advisor availability. The faster you can recognize and resolve the more rapidly we can improve the customer experience. As a CDSA you will need to collaborate optimally with our business partners, Contact Center leadership, Vendor Management, Supplier leadership and IT teams, Program and Tool owners, Support Operations peer groups, IS&T, internal and partner WFM teams, amongst others to drive results. CDSAs host large daily operations and seasonal checkpoint calls with Contact Center leadership to discuss contact center performance and issues impacting our contact centers. Additionally, you will meet with Product Owners and readiness teams, to review trending issues, upcoming changes, and tool roadmaps. CDSAs cultivate excellent working relationships with our many internal and external partners to find solutions to challenges in a dynamic environment. – Collect and analyze data from various sources to identify trends, patterns, and insights. – Develop and maintain dashboards, reports, and visualizations to communicate findings effectively. – Collaborate with stakeholders to define data requirements and ensure data quality. – Perform statistical analysis to support decision-making processes. – Identify opportunities for process improvements and contribute to data-driven strategies. – Present findings and recommendations to management and other stakeholders.Minimum Qualifications Minimum Qualifications

• Ability to work independently and successfully navigate ambiguity
• Detailed understanding of Contact Center metrics and how these metrics impact performance
• Ability to analyse and interpret real time and historical data to identify and execute strategies for issue resolution
• Demonstrated ability to build your own ideas and work to develop effective strategies to get results
• Leadership skills that demonstrate your ability to lead peers, peer groups and various management levels

Key Qualifications Key QualificationsPreferred Qualifications Preferred Qualifications

• Understanding of Genesys Routing Systems
• Proficiency in data analysis tools such as SQL, Python, R, or similar programming languages.
• Experience with data visualization tools like Tableau, GBI, or similar.

Education & Experience Education & Experience

Expected salary

Location

Cork

Job date

Sun, 17 Nov 2024 04:53:12 GMT

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