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.

Key Responsibilities:

  • 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.

Business Impact:

  • Primarily functional in scope.

Authority/Decision Making :

  • Makes recommendations with broader implications than immediate role.

Qualifications: N/A.

Skills/Experience :

  • Customer service background/ability to identify and track measures required.

Job: Customer Service and Contact Centres

Title: Analyst

Location: India-India-Gurugram-Gurugram

Requisition ID: 94874