Tagcor

Required Skills

Business Analyst

Work Authorization

US Citizen
Green Card
EAD (OPT/CPT/GC/H4)
H1B Work Permit

Preferred Employment

Corp-Corp
W2-Permanent
W2-Contract
Contract to Hire

Employment Type

Consulting/Contract

education qualification

UG :- - Not Required
PG :- - Not Required

Other Information

No of position :- ( 1 )
Post :- 14th Aug 2024

JOB DETAIL

Responsible for coordinating and assisting the department to design, configure implement, test, and support a state-of-the-art omnichannel system. This includes ensuring a seamless transition between the legacy and a new omnichannel telephony system and integrated Voice Response (IVR) and Interactive Routing (IR) system.

Provides post-implementation support in the following areas:

• Data Analysis: Collect, analyze, and interpret customer data from various sources such as surveys, feedback, and transactional data to discover trends, patterns, and insights that can guide customer experience initiatives.

• Feedback Management: Monitor and manage customer feedback channels, such as surveys and reviews, to extract valuable insights and track customer sentiment. Collaborate with relevant teams to address issues and capitalize on opportunities.

• Customer Journey Mapping: Develop and maintain detailed customer journey maps to visualize touchpoints and interactions, identify pain points, and identify areas for continuous improvement.

• Performance Metrics: Define, track, and report on key performance indicators (KPIs) related to customer experience.

• Recommendation Development: Generate data-driven recommendations and action plans to enhance customer experience, which may include process improvements, product enhancements, and communication strategies.

• Cross-functional Collaboration: Collaborate with cross-functional teams, such as marketing, product development, and customer support, to implement improvements in customer experience and ensure alignment with business objectives.

• Customer Segmentation: Segment the customer base based on behavior, preferences, and demographics to personalize interactions and marketing efforts.

• Market Research: Stay informed about industry trends, competitive landscapes, and emerging technologies to suggest innovative solutions for improving customer experience.