Friday, February 25, 2011

LG Careers recruitments for CALL CENTER BUSINESS ANALYST


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CALL CENTER BUSINESS ANALYST
Job ID: 2011-1738
# Positions: 1
Location: US-AL-Huntsville
Experience (Years): 3
Posted Date: 2/3/2011
Category: Planning - All Planning Openings

MORE INFORMATION ABOUT THIS JOB:

Overview:
Complies and analyzes statistical information to develop plans and strategies for the Customer Interactive Center that receives telephone calls, emails, and live chats from customers or potential customers for a specific product group. Evaluates and analyzes quotas for customer satisfaction, service volume, and timeliness. Familiar with a variety of the call center concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals.


Responsibilities:
Analyze survey data to monitor quality of service from different types of service (Call, Email, Live Chat, and Web Request) and provide action plans based on survey results.
Determine staffing requirements and manage staff, prepare work schedules, and assign specific duties regarding survey.


Set up work process and procedure according to requirements for special projects.
Monitor process and procedure, check if requirements are meet, and strategize how to increase efficiency for special projects.
Review performance data to measure productivity and goal achievement while staying within budgetary limits.
Manage cost reduction and profitability by improving current processes and activities
Oversee planning, preparation, and revision of work schedules according to budget allotments, customer needs, workloads, and statistical forecasts.
Plan activities to achieve department objectives and prepare meeting materials based on analyzed data
Other duties as assigned.


Qualifications:
Knowledge of management practices and procedures, at a level normally acquired through the achievement of a Bachelor's degree (Bachelors Degree in related field preferred)
Minimum 3 years' work experience, 1 year supervisory/management experience preferred
Must possess business analyst capability
Ability to communicate effectively both written and verbal
Ability to identify performance gaps and determine corrective action
Ability to work in stressful situations
Proficient computer skills, especially strong in MS Excel, MS Access and Power Point
Knowledge of call center technology (i.e. Nortel, Avaya, Aspect eWorkforce)
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For More Information and apply online visit : LG Global Careers or www.lg.com
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