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Best Contact Centre Information and Data Analytics Professional
This award is targeted at an individual who reviews and examines data or information for a specific area and then is able to use that data to drive change that adds value to the business unit or organisation or client. This individual needs to demonstrate strong analytical skills, must be problem solvers, have strong communication skills and be able to think critically. This individual knows how to find the answers to questions through data analytics and interpreting the data, and having the skill/ability to make feasible recommendations based on their interpretation.
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Company Name: *
Name and Surname: *
Contact Number: *
Email address: *
1. Provide detail on the structure of your role & department to ensure proper context is set for the questions that follow: a. Which department are you in? b. Who do you report to? c. What is the purpose of your department in the Contact Centre? d. What is the purpose of your role in the department? e. Explain the high level analytical process / approach deployed within your department *
2. What are your key performance areas (KPIs)? Please provide us with results for the past 6/12 months *
3. Describe in detail a situation where you were able to use an output of your analysis to drive performance improvement within your environment. Include the process used to derive the insight, provide evidence of this and clearly detail the impact/outputs achieved using data *
4. Describe in detail a situation where you were able to use insight to optimize or change a process / policy / service, etc. within your environment *
5. Explain how your role supports / aligns / adds value to the key objectives of your department / organization *
6. Provide detail of a time when you have identified a problem / challenge and have been truly innovative in how you resolved this, what was it and what was the outcome? *
7. What advice would you have for any aspiring Contact Centre Analyst which will ensure that they add value to their organization? *
8. Explain what innovative idea/s you have implemented to improve the analytical approach within your department / organization. Detail the before scenario, the innovation and the impact that it has had. *
9. As a Support Function to Business (Operations), there is a requirement to be constantly engaged with your internal clients. Explain how you engage with your Internal clients and how you have implemented a communications strategy that ensures you are always providing up to date and accurate information to Business. *
10. What additional information are you able to provide that shows why you should be chosen as the Best Data Analyst in the country? *
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