MetLife

A skilled Data Analyst with 7+ yrs. of experience in Salesforce to join our team. The ideal candidate will be responsible for analyzing data to improve customer service operations within our contact center. This role requires a deep understanding of Salesforce CRM, and data analysis techniques to enhance customer interactions and service efficiency.

• Analyze and interpret data from Salesforce systems to identify trends, patterns, and insights that can improve customer service.
• Develop and maintain dashboards and reports to monitor key performance indicators (KPIs) related to contact center operations.
• Collaborate with cross-functional teams, including IT, marketing, and customer service, to implement data-driven strategies for enhancing customer experience.
• Conduct root cause analysis of customer service issues and recommend solutions to improve service delivery.
• Utilize data mining and statistical techniques to identify opportunities for process improvements and automation within the contact center.
• Ensure data accuracy and integrity by performing regular data audits and validations.
• Provide training and support to contact center staff on the use of Salesforce systems for data collection and analysis.
• Stay updated with the latest trends and best practices in data analysis, and Salesforce technologies.