Business Performance Analyst

5 days ago


Karachi, Sindh, Pakistan Quicklease Car Rentals Full time
Job Title: Business Performance Analyst

As a Business Performance Analyst at Quicklease Car Rentals, you will be responsible for overseeing the Offshore Call Centre in Karachi.

Key Responsibilities:
  1. Performance Analysis: Conduct in-depth analysis of centre performance metrics to identify areas for improvement.
  2. Centre Management: Manage daily operations, address customer inquiries, and resolve issues efficiently.
  3. Process Enhancement: Implement process improvements to boost centre efficiency and client satisfaction.
  4. Communication and Data Management: Maintain accurate records and communicate effectively with clients.
  5. Client Advice: Provide expert guidance on available products and services to clients.
  6. Quality Monitoring: Regularly check quality to ensure high service standards are maintained.
  7. Staff Performance Evaluation: Assess staff performance, identify training needs, and develop relevant training sessions.
  8. Centre Performance Metrics: Track key statistics to evaluate agent performance and centre effectiveness.
  9. Reporting: Prepare comprehensive reports on centre performance, statistics, and ratings.
  10. Customer Complaint Handling: Resolve complex customer complaints or enquiries efficiently.
  11. Shift Scheduling and Staff Allocation: Organize shift patterns and allocate staff effectively to meet demand.
  12. Performance Reporting: Provide detailed reports on customer ratings for presales, aftersales, and operations support.


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