Customer Excellence Senior Specialist

About Digikala

Digikala is the largest e-commerce platform in Iran, serving millions of customers and offering a comprehensive range of products and services. The Operations Department ensures seamless execution and continuous optimization of processes, enabling efficient fulfillment and reliable service across Digikala’s ecosystem.

About Job
The Customer Excellence Senior Specialist, alongside contact center data analysis, agent performance monitoring, and customer behavior analysis, is responsible for advancing AI automation projects. This role supports the enhancement of systems such as CRM, call volume forecasting, identifying improvement areas, and providing data-driven recommendations to increase team efficiency and improve customer experience. It also includes responding to managers’ ad-hoc needs and conducting in-depth case analyses as key responsibilities.

Key Responsibilities

• Extracting and analyzing data related to contact center shift scheduling, including detecting peak call times based on customer behavior patterns.

• Enhancing automation systems and optimizing processes through dashboards, chatbots, and any initiatives that make customer service processes more systematic and automated with less manpower and shorter turnaround time.

• Preparing and delivering daily and weekly reports on factors affecting calls and staff performance, including identifying root causes of issues and analyzing them.

• Calculating the First Call Resolution (FCR) per agent and per call, and forecasting incoming call volumes using historical data.

• Identifying improvement opportunities in operational processes to reduce costs and optimize human resource allocation.

• Analyzing customers’ overall status in terms of contact center interactions, support quality, logistics operations, after-sales services, and experience with Digikala Service.

• Providing analytical reports for in-depth review of customer cases to identify the main reasons for calls and improve response processes.

• Collecting IPF-related data and consolidating information for calculating employee bonuses.

• Quickly and accurately responding to managers’ real-time analytical and data needs, and preparing case-specific reports upon request.

• Designing and preparing analytical dashboards manually and through robotic tools to present a comprehensive and accurate overview of contact center performance.

• Analyzing historical call trends and team performance to provide data-driven recommendations for improving response strategies, efficiency, and customer satisfaction.

Requirements

• Minimum Bachelor’s degree in Industrial Engineering, Statistics, Software Engineering, Computer Science, Information Technology, or Data Science

• 2+ years of experience in data analytics, preferably in CS, marketplaces, or online platforms.
• Proficient in python, SQL, Excel, R, and at least one data visualization tool (e.g., Power BI, ).
• Familiarity with digital advertising metrics (e.g., CPM, CTR, CPC, ROAS) and online performance measurement.
• Strong analytical skills and problem-solving mindset.
• Good communication skills is required.