Senior Engineer designing and developing advanced contact center solutions at Ascensus. Leading implementation of NICE inContact or CXone technologies with a focus on innovation and customer engagement.
About the role
- Senior Analyst at Winover improving operations through strategic planning and analytical insights. Focused on driving efficiency and results in a collaborative work environment.
Responsibilities
- Create initiatives aimed at maximizing results, for example determining a customer's specific overdue bracket in a given region where commission rates are higher.
- Develop strategies focused on optimizing company revenue and oversee the assistant in system configuration to ensure strategies are implemented.
- Provide strategies to minimize financial impacts for both the company and the customer.
- Develop billing strategies and competitive rankings among competitors/advisory firms using the PDCA (Plan/Do/Check/Action) methodology.
- Define and monitor dialing strategies for the outbound operations under your responsibility, producing statistical studies of the data collected from the dialers used by the company in order to maximize and enhance sales strategies.
- Disseminate proven methodologies in process redesign to increase operational efficiency and business performance across operations.
- Monitor the performance of the operation's key processes and develop market segmentation strategies based on target audiences.
- Prepare analytical studies of databases (mailings) with a focus on CRM and campaign effectiveness.
- Manage data and information to measure the efficiency of actions applied in operations within the PDCA (Plan/Do/Check/Action) strategy.
- Verify and confirm receipt of campaign/data loads by the client and interact with operations to request strategy changes.
- Present management results and reports.
- Monitor KPIs with a results-oriented focus.
Requirements
- Bachelor's degree completed.
- Strong experience in Strategic Planning, MIS, or quantitative areas.
- Advanced proficiency in Excel, Power BI, SQL, dialers (Olos, Genesys, and Aspect), and automation tools.
- Ability to build predictive models, scenarios, behavioral analyses, and forecasts.
- Structured process mindset, critical interpretation of indicators, and ability to turn data into action.
- Mature profile with a sense of urgency, technical precision, and an executive demeanor.
- Ability to operate across operations, technology, and executive leadership with clear communication.
- Experience in continuous improvement projects, applied artificial intelligence, and high-pressure environments.
- Experience in Contact Center environments is a strong plus.
Benefits
- Health insurance
- Dental insurance
- Discounts at partner pharmacies
- Meal voucher
- Transportation voucher
- Childcare assistance
- Partnerships with universities, technical schools, and language schools
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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