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Customer Channels Strategist

7 days ago

Cebu City, Central Visayas, Philippines Qualfon Corporation Full time

About Us

At Qualfon Corporation, we believe in delivering exceptional customer experiences through innovative strategies and cutting-edge technology. Our team of experts is dedicated to helping organizations achieve their goals by providing high-quality services that meet their unique needs.

Job Summary

We are seeking a highly skilled Analytics Lead – Sales and Service to join our team. The ideal candidate will have a strong analytical mindset, excellent communication skills, and the ability to effectively communicate insights and recommendations to senior leadership and cross-functional stakeholders.

The successful candidate will be responsible for creating roadmaps and strategy-based customer channel insights and analytics to deliver commitments for experience, growth, and revenue. They will also develop and execute customer service executive dashboards, represent Customer Channels in cross-functional meetings, and assist with complex data requests across various groups.

  • This role requires a deep understanding of customer service, agent performance, IVR, Chatbot, and NLP Processing to serve as a subject matter expert for the data in reports and analysis.
  • Strong analytical skills, excellent communication, storytelling abilities, and a deep understanding of customer service, agent performance, IVR, Chatbot, and NLP Processing are essential for success in this position.

Key Responsibilities

The successful candidate will be responsible for:

Creating and maintaining customer service executive dashboards

Developing and executing strategic plans for customer channels

Representing Customer Channels in cross-functional meetings

Assisting with complex data requests across various groups

Providing insights and recommendations to senior leadership and cross-functional stakeholders