Contact Center Analyst

Are you an experienced, passionate pioneer in technology? A Contact Center Analyst who wants to work in a collaborative environment? As an experienced Contact Center Analyst , you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. Americas Delivery Mexico (ADMX) leverages scale and talent to provide high quality, cost-effective service to our clients.

ADMX is a member of the Global Delivery Network which has presence across the world with Delivery centers in the United States, Romania, India, Spain, China, and the Philippines. ADMX is in Queretaro, Mexico. We provide consulting services to help our clients achieve a higher level of service in operational efficiency and business value. We are a team of professionals passionate about serving clients with distinction and learning, and we are driven by our purpose: Making an impact that matters for our clients, our people, and society.

Work you’ll do/Responsibilities

As an Analyst you will function as an integrator between business needs and technology solutions, helping to create solutions to meet clients’ business needs. Analysts gain exposure to multiple industries while demonstrating an awareness of the full breadth of services offered by Deloitte Consulting LLP.

• Handle multi-channel customer interactions (voice, email, chat, social) with efficiency and accuracy

• Resolve moderate-complexity customer issues independently, exercising sound judgement

• Maintain high performance against KPIs including AHT, FCR, Quality, and CSAT

• Accurately update and manage customer records in the CRM system

• Proactively identify recurring customer pain points and report them to the team lead

• Support onboarding of new Junior Associates through buddy-pairing and knowledge sharing

• Adhere strictly to regulatory, compliance, and data security requirements

• Participate in continuous improvement initiatives and provide constructive feedback

• Complete all assigned training and upskilling modules within required timelines

• Contribute to a collaborative and positive team environment

The Team

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

QualificationsRequired

• 1-3+ years of consulting and/or industry experience

• Completion of course of study/Egresado in Computer Science/IT/Computer Engineering, or any pertinent field or industry, or equivalent years of experience

• Advanced English level

• Proven ability to handle customer escalations and complex queries

• Proficient in CRM platforms and Microsoft Office Suite

• Strong active listening, empathy, and problem-solving skills

Flexible to work rotational shifts including weekends

Applicants must be legally authorized to work in Mexico at the time of hire; limited sponsorship may be available for this role based on business need and applicable law.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Days at the office: Monday to Friday at GDL office

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute to their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Accommodations

We are committed to providing equal opportunity and reasonable accommodation for people with disabilities. To request a reasonable accommodation, contact our Talent Relations team at [email protected]

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.