About SnappPay

SnappPay is the first and leading BNPL provider in Iran, started in 2020. We are leveraging Financial Technologies to reshape Iranian’s experience of consumer credit.
Supporting Snapp Group’s mission of enhancing Iranian people's quality of life through Internet services, SnappPay’s mission is to bring financial freedom to all Iranian by providing them with better, smarter and more efficient solutions for payment and shopping.

About the Role:

The Mission of this role is to enhance customer satisfaction and operational efficiency by continuously monitoring, analyzing, and improving customer experience processes. The Operations Monitoring Specialist will be responsible for evaluating contact center KPIs, identifying areas for improvement, and implementing strategic solutions to optimize customer interactions. By leveraging data-driven insights and utilizing VoIP and other communication technologies, this role ensures seamless customer engagement and contributes to overall business growth.

Responsibilities:

• Monitor & Analyze Contact Center Performance: Track and evaluate key performance indicators (KPIs) such as CSAT, NPS, FCR, and AHT, identifying trends and areas for improvement within three months.
• Optimize Customer Experience Processes: Develop and implement process improvements to enhance customer satisfaction.
• Ensure Efficient Use of VoIP & Communication Systems: Oversee the proper utilization of VoIP and CRM tools.
• Develop Actionable Reports & Insights: Generate and present monthly performance reports with data-driven recommendations to improve overall customer experience.
• Collaborate with Cross-Functional Teams: Work closely with operations, IT, and customer service teams to streamline workflows and enhance customer interactions.

Requirements:

• A minimum of 2 years of experience in Business Analysis
• Ability to collaborate effectively with team members and other departments to achieve common goals
• Ability to interpret contact center data, identify trends, and develop actionable insights for process improvement
• Clearly and effectively convey expectations, feedback, and best practices to team members and other stakeholders
• Knowledge of VoIP systems, CRM platforms, and contact center technologies to enhance operational efficiency
• Ability to monitor KPIs, assess call quality, and ensure adherence to customer service standards.