Job description:

Advanced Platform Analytics & Reporting

• Performance Analytics (PA): Build and maintain complex PA indicators, breakdowns, and data collectors to track long-term trends and business performance.
• Dashboard Architecture: Design interactive dashboards within the Platform Analytics Workspace and the CSM Configurable Workspace.
• Data Visualization: Utilize UI Builder and the Next Experience components to create modern, data-driven visualizations for agents and managers.
• Data Quality & Cleansing: Create and manage Data Certification schedules and scripts to ensure the accuracy of foundation data used in reporting.

CSM-Specific Insights

• CSM KPI Tracking: Implement industry-standard CSM metrics such as First Contact Resolution (FCR), Mean Time to Resolve (MTTR), and Case Deflection rates.
• Cus...