BT Analyst in Gurugram, India
Purpose Of Role:
- Understand the key drivers of customer satisfaction and research findings to deliver service excellence on an ongoing basis.
Establish, lead and take part in work packages projects and programmes as part of Customer Dissatisfaction/New Wave projects/Improvement initiatives.
Work across Global Services and BT.
Review Best Practice within service centres and service culture though industry learning and personal development.
Highlight gaps and areas for potential improvement in Global Services.
Review current service levels.
May be accountable for Customer Service key metrics in order to control quality and productivity targets in CS.
Monitor, analyse and report performance against defined targets in scorecard criteria, co-ordinate customer service satisfaction surveys for CS.
Lead and champion benchmarking, knowledge management. creativity and innovation within CS.
Manage ISO9001 compliance and registration if required.
- Primarily functional in scope.
Authority/Decision Making :
- Makes recommendations with broader implications than immediate role.
- Customer service background/ability to identify and track measures required.
Job: Customer Service and Contact Centres
Requisition ID: 94874