Senior Customer Contact Optimization Analyst

This role focuses on optimizing customer contact strategies to enhance efficiency and improve customer experience. The ideal candidate will analyze contact patterns, identify areas for improvement, and implement solutions to streamline processes and reduce costs while maintaining high service quality.

Key Responsibilities:

Analyze customer contact data to identify trends and patterns.
Develop and implement strategies to optimize contact routing and staffing.
Monitor key performance indicators (KPIs) and identify areas for improvement.
Collaborate with cross-functional teams to implement process changes.
Conduct A/B testing to evaluate the effectiveness of different contact strategies.
Prepare reports and presentations to communicate findings and recommendations.

Requirements/Qualifications:

Proven experience in customer contact optimization or a related field.
Strong analytical and problem-solving skills.
Experience with contact center technologies and metrics.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Proficiency in data analysis tools and techniques.

About the Company: Trinet Group Inc is a leading provider of human resource solutions. They focus on helping businesses manage their workforce effectively and efficiently, enabling them to concentrate on their core operations.