
Performance Analyst
1 day ago
Job Overview
We are seeking a highly skilled Performance Analyst to join our team. As a key member of our contact center, you will be responsible for conducting performance analysis and creating detailed action plans to improve performance.
- Conduct thorough analysis of contact center performance data to identify areas for improvement.
- Develop and implement strategies to enhance performance and efficiency.
- Evaluate consumer data to measure agent service skills and policy adherence.
- Collaborate with call center leadership to develop training curriculum and provide input on resource materials.
Responsibilities
- Analyze customer interactions to identify trends and areas for improvement.
- Develop and maintain reports and reference materials to support call center operations.
- Provide input on process improvements and implement changes as needed.
- Respond to internal inquiries related to customer call handling or service support.
Requirements
- Bachelor's degree in Business Administration, Operations Management, or related field.
- Minimum 2 years of experience in contact center management or related field.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills.
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