customer service operations specialist

Role Overview

A comprehensive role that requires analytical skills, resource planning expertise and effective communication.

This position is responsible for providing data-driven insights to support operational excellence in a dynamic customer service environment. The ideal candidate will possess strong problem-solving abilities, be able to work independently and collaborate effectively with cross-functional teams.

Key Responsibilities:

• Analyzing contact volume statistics and forecasts to inform resource planning decisions;
• Developing and maintaining accurate data on call trends, email volumes and other multimedia contacts;
• Collaborating with stakeholders to identify opportunities for process improvements and implementing changes as needed;
• Maintaining agent skill records and ensuring correct routing of calls;