Gestor/a Customer Voice

hace 4 meses


Santiago de Chile Wom A tiempo completo

PORQUE NADIE TE DA MÁS

Te invitamos formar parte de la Telco que la rompe en el mercado, si eres una persona apasionada en lo que emprendes, lo haces desde la innovación y la honestidad, y con valentía al enfrentar los nuevos desafíos, eres él/la futuro(a) WOMer que buscamos

Buscamos un(a) **Gestor/a de Customer Voice**

**Objetivo del cargo**:
Ser capaz de analizar y entender la voz del cliente, buscar y cruzar con distintas fuentes de información y llevar un control de los distintos KPIs para levantar oportunidades y proponer mejoras en los procesos internos de la compañía con el objetivo de mejorar la Experiência de nuestros clientes y con esto lograr mejorar el nível de recomendación de los clientes (NPS) y aumentar su permanencia en WOM.

**Principales funciones**:

- Hacer mediciones de distintos KPIs y correlacionarlos para generar reportes semanales de los distintos que expliquen las alzas o bajas del NPS.
- Analizar, entender y generar diagnósticos basados en la voz del cliente y contrastar con la realidad de otras fuentes de información.
- Ser capaz de identificar los puntos de fricción que afectan la experiência para así encontrar mejorar los procesos actuales e impulsar la implementación de planes de acción o proyectos estratégicos para mejorar la experiência.
- Medir y analizar los resultados de las mejoras implementadas.
- Mantener una comunicación constante con los distintos canales transaccionales y áreas para detectar rápidamente oportunidades de mejoras y ofrecer soluciones oportunas.
- Ser capaz de presentar y transmitir los análisis y diagnósticos a toda la organización para generar cambios positivos en la experiência de nuestros clientes.
- Generar reportaría semanal.
- Medir impacto en la percepción del Cliente y efectos positivos en el NPS, SAT, Churn, NW KPIs THP, RTT, Capture Rate, UpTime, BCI, BII, TMO, FCR, Abandono, etc

**Perfil deseado**:
**Requerimientos**:
Nível Educacional (especificar carrera y estudios específicos requeridos) Ingeniero Civil Industrial, Ing. Civil, Ing. Estadístico, Ing. Matemático, Ing. Informático o carreras afines.
Rubro de experiência laboral requerido Rubro de Telecomunicaciones, Tecnología, Servicios Digitales, Experiência de Clientes, Project Manager, Ingeniero de Datos.
Años de experiência laboral en total 1 a 2 años
Años de experiência laboral en el cargo
- Cargos desempeñados previamente Gestor, Especialista, Líder de equipo, Product Manager, Project Manager, Ingeniero de Datos, Consultor, Analista de Datos.
Nível de Inglés requerido Medio (No Excluyente)
Manejo de presupuesto No
Conocimientos técnicos requeridos SQL, Big Query, Looker Studio, Tableau, PowerBI, Excel, PowerPoint (Excluyente)



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