Customer Contact Comms Analyst-Voice

- Handle customer queries, escalations, and operational support requests in contact center systems - Manage ticketing workflows and ensure timely resolution of customer issues - Analyze customer issues and identify root causes using structured problem-solving methods - Document workflows, processes, and operational dependencies for service improvements - Coordinate with cross-functional teams to resolve escalated or complex customer problems - Monitor performance metrics and support continuous improvement initiatives - Ensure adherence to company policies, compliance standards, and service guidelines - Use data and reporting tools to support decision-making and service optimization - Improve customer experience through process efficiency and feedback analysis - Support automation and digital tool adoption in contact center operations