Senior Specialist in Online Monitoring for the Outbound Contact Center
Required work experience: 3–6 years
Full-time, full day

Main Responsibilities:
•Analyzing KPI performance metrics of employees and implementing projects in the Outbound Contact Center.
•Providing recommendations for improving the Contact Center's performance based on analysis of statistical and dynamic data.
•Promptly responding to incidents and notifying management and relevant company departments, analyzing the impact of incidents (e.g., new product/service launches) on the Outbound Contact Center.
•Organizing work to promptly identify and address reasons hindering KPI achievement.
•Managing the database for outbound calls (selection and distribution).
•Preparing Outbound Contact Center reports, and formulating technical requirements for system creation or improvement.
•Compiling reports on project performance and results.
•Auditing existing reports, developing new ones in response to business process changes and maintaining these reports.
•Creating instructions for report management, including descriptions and configurations.
Preparing monthly work schedules for Contact Center employees and reallocating resources to meet KPI targets
Required Skills and Qualifications:
•Higher education.
•Advanced knowledge of SQL and Excel.
•Basic knowledge of Python.
•Experience with Tableau and Power BI is a plus.
•At least 3 years of experience in telecommunications, IT, or sales analytics.
•Familiarity with data collection, evaluation, and analysis methods.
•Experience in managing and optimizing business processes.
•Strong presentation skills and the ability to effectively share knowledge.
•Skills in business correspondence.
•Language requirements: Russian (mandatory), Kazakh/English (preferred).
Perks and Benefits:
•Hybrid work format.
•Annual bonus based on KPI performance.
•An additional 4 days of vacation (totaling 28 calendar days per year).
•Corporate mobile communication.
•Voluntary medical insurance, including dental care and medication coverage, with the option to add two relatives for free.
•Discounts and installment options for fitness memberships.
•Monetary compensation for using a personal laptop.
•Access to an online psychological support platform.
•Subscription to the corporate MyBook library.
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