Montreal, Quebec
Job ID 122097
Job Category Customer Service
Job Level Individual Contributor
Position Type Full-Time

ROLE HYBRIDE

L’analyste, Service à la clientèle a la responsabilité de produire et de tenir à jour tous les outils permettant de mesurer la performance du service. Il ou elle met à jour et développe des rapports pour le groupe du Service à la clientèle afin que nous puissions partager la rétroaction des consommateurs avec différents services. L’analyste, Service à la clientèle offre un soutien aux gestionnaires du groupe par l’analyse des indicateurs de rendement et la proposition de solutions afin de maintenir ou d’améliorer les résultats.

HYBRID ROLE

The Customer Service Analyst is tasked with producing and maintaining all service performance measurement tools. He or she updates and develops reports for the Customer Service group so we can share consumer feedback with the various departments. The Customer Service Analyst provides support to the group’s managers by analyzing performance indicators and proposing solutions to maintain or improve our results.

RESPONSIBILITIES

• Develop computer tools that allow us to analyze various service performance indicators for both Corporate and frontline agents.
• Analyze the department service performance data (number of calls, abandoned calls, number of orders, type of calls, etc.) and make recommendations to improve service.
• Analyze the quality of the information gathered by both Corporate and frontline agents.
• Work in close cooperation with the various departments to share and analyze available information.
• Make recommendations and ensure optimal use of best practices to manage and maintain department data.
• Prepare reports and presentations designed to present our results to various company stakeholders.
• Fulfill a support role for the group’s managers by preparing analyses and reports as needed.