MTS Bank is the digital bank of the MTS ecosystem. We set trends in banking digital transformation and develop next-generation financial services
What is important to us:
- experience in customer service, call center
- leadership experience
- analytical mindset
- experience in data aggregation and analytics building (FCR, AWT, AHT, NPS)
- confident knowledge of MS Excel, SQL experience will be a plus
- readiness to be a "player-coach"
You will be:
- collecting, processing, and monitoring data from voice and chat channels using speech analytics tools, SQL
- calculating key metrics (KPIs) on raw data, including telephony data (CTI), to assess customer service efficiency (FCR, AWT, AHT, NPS), and generating regular reports
- working with speech analytics systems, building a topic tree, and analyzing operator script adherence (as a % of all calls), as well as the dynamics of conflict-related inquiries and top topics of the week/month
- stepping in to support users in the operational process, if necessary
