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    Contact Center Support Engineer-Five9 - Cambridge, United States - Tata Consultancy Services

    Tata Consultancy Services
    Tata Consultancy Services Cambridge, United States

    4 weeks ago

    Tata Consultancy Services background
    Description
  • Develop and maintain clear and meaningful reports, dashboards and visualizations to communicate insights to stakeholders.
  • Review performance results with cross functional leaders regularly.
  • Provide follow up and recommendations on how to improve contact center performance.
  • Collaborate with business teams to understand their objectives and translate data findings to non-technical stakeholders in a clear and concise manner.
  • Own the development and communication of daily, weekly and monthly contact center incident and ticket performance metrics.
  • Support Customer Care Leadership Team by tracking and providing performance analysis results for the business unit and outsourced provider.
  • Develop ad hoc reporting and analysis for all areas of the contact center.
  • Implement improvements and automation to current processes and tasks to increase efficiency.
  • Perform additional duties as assigned.
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