Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:The Responsibilities:Collecting and analyzing data for potential business expansion.Identifying specific business opportunities.Influencing stakeholders to support business projects.Leading projects and coordinating with other teams to produce better business outcomes.Testing business processes and recommending improvements.Reviewing of calls, CSAT, NPS and other KPI reporting to provide an integral analysis of behaviors.Providing recommendations of changes needed to QA forms, reporting, data output as needed based on results.Creation of presentations for stakeholders to understand key findings and recommendations for next steps.Participates in customer and client listening programs to identify customer needs and expectations as seen fit.Provides actionable data to various internal support groups as needed.Provides feedback to call center team leaders and managers.Elaborates and participates in weekly, monthly and quarterly business reviews to review performance as needed.Perform other duties as assigned.Ideal Candidates Have2-3 years Call Center ExperienceIntermediate to advance Excel skillsIntermediate to advance management of presentation tools (PPT)Excellent written and verbal communication skillsExperience in staff positionsGreat analytical, critical thinking and problem-solving abilitiesStrong adaptability and capacity to work in fast-paced environmentsIn depth understanding of organization data flow and its use in management decision-making1-2 years Analyst Experience a plusBachelor Degree a plusMust be self-motivator and self-starter;Focus on quality and customer service;Exceptional listening and analytical skills;Must be able to effectively deal with people at all levels inside and outside of the Company.What we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.
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