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The Performance team use expertise and statistics to underpin the department through effective planning against expected contact, staffing and ongoing change across contact channels. As a member of the team, with a good understanding of the day to day operation, you will monitor and support Client Services. You will be involved in scheduling activities, monitoring service levels, understand contact (phone, email, letter) flows and track adherence to service level and reporting requirements. You will learn how to use the Interactive Intelligence (InIn) system to understand contacts made and make recommendations to improve service. The Performance team act as a central point of contact across the business channels, providing concise and accurate updates based on real time performance.
Your Key Accountabilities
Schedule activities, monitor service level, forecasting for resource requirements.
Service and forecasting reporting and reviews.
Communicate current service or InIn system challenges across Client Services and to senior stakeholders.
Become a subject matter expert on the Interactive Intelligence (InIn) system and interpret the data shown.
Point of contact for any contact service impacting issues, ensuring they are understood and communicated across Client Services.
Become a subject matter expert on the Interactive Intelligence (InIn) system to understand how it works and it is used in Client Services.
Answer questions on service, utilising InIn data.
Identify gaps in knowledge, ensure these are addressed and provide support.
Communicate themes of unexpected call volumes and aid relevant teams to improve processes.
Identify training needs in line with performance expectations.
Provide training within Client Services to aid technical knowledge.
Your skills and experience
Excellent verbal and written communication skills with the ability to convey information clearly, concisely and accurately.
Dynamic, self-starter demonstrating a good use of initiative.
Microsoft excel skills to produce and analyse reports, with complex data content.
Accuracy and attention to detail.
Excellent knowledge of systems used by Client Services and customer websites.
Ability to work under pressure and to tight deadlines.
Willingness to learn new systems and skills under self-study.
Ability to take ownership of an issue or a small project.