Our client is an expanding consultancy business that specialises in Contact Centre AI technologies.

Their AI SaaS solution is essentially a learning tool that uses speech analytics to learn from agents calls with customers and then feed back data for training and development within the team. It works both in real time and retrospectively. The aim of the platform is to turn a good Agent into a Great Agent by increasing scores across KPIs within the operation.

The software can be used to improve various business operations, be that reducing fraud, improving CX scores like NPS or any other designated goal of the end client.

The role of the Insight Consultant is to own the client relationship, to understand the operations leaders goals, their key metrics measures and then analyse customer interactions, provide actionable insights, and create compelling data-driven narratives to support the optimisation of your client’s customer and agent experience.

Essential Experience:

• Strong Customer Insight and Analysis experience
• Contact Centre Operations knowledge
• Reporting on Contact Centre metrics measures like CSAT, NPS, NES, AHT and Call Quality.
• Power BI and other data visualisation tools.
• Excellent communicator
• Engaging and Persuasive
• Applicants must have permanent rights to work in the UK and be commutable to either Birmingham or Manchester

Hybrid – Birmingham or Manchester Office 3 days per week

Environment – Contact Centre Operations

Salary

neg around £45,000 + Bonus and Benefits

Tagged as: AHT, Contact Centre Operations, CSAT, Customer Insights Consultant, Customer Talent Search, data visualisation, NES, NPS, Power BI