
Business Performance Analyst
5 days ago
As a Business Performance Analyst at Quicklease Car Rentals, you will be responsible for overseeing the Offshore Call Centre in Karachi.
Key Responsibilities:- Performance Analysis: Conduct in-depth analysis of centre performance metrics to identify areas for improvement.
- Centre Management: Manage daily operations, address customer inquiries, and resolve issues efficiently.
- Process Enhancement: Implement process improvements to boost centre efficiency and client satisfaction.
- Communication and Data Management: Maintain accurate records and communicate effectively with clients.
- Client Advice: Provide expert guidance on available products and services to clients.
- Quality Monitoring: Regularly check quality to ensure high service standards are maintained.
- Staff Performance Evaluation: Assess staff performance, identify training needs, and develop relevant training sessions.
- Centre Performance Metrics: Track key statistics to evaluate agent performance and centre effectiveness.
- Reporting: Prepare comprehensive reports on centre performance, statistics, and ratings.
- Customer Complaint Handling: Resolve complex customer complaints or enquiries efficiently.
- Shift Scheduling and Staff Allocation: Organize shift patterns and allocate staff effectively to meet demand.
- Performance Reporting: Provide detailed reports on customer ratings for presales, aftersales, and operations support.
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