We need:• A Senior Analyst in Optimus, Swindon or in Sheffield Contact Centre• GBP25,169 - GBP36,356 a year on a Permanent full time contract.
Working within CPP you'll provide call routing solutions to improve customer journeys as well as constructing effective scripts and call routing menu's to appropriately redirect customers to the right agent first time.
Who we're looking for
As a minimum requirement you'll:• have advanced PC skills within Access, Excel, Word, PowerPoint and Outlook• have an understanding of the contact centre environment• have a high understanding of MI to support solutions and evidence cost benefits• Be confident about persuading people as you'll need to win over senior managers• Reasonable understanding of telephony and call routing
What you'll be doing
Within this role you'll;
• Routing calls from different call routing menus to another• Providing IVR designs for effective routing• Ensuring messages are recorded using Voice of Nationwide and managing this relationship• Manage call configuration process.• Managing emergency scenarios and fixes