Performance Monitoring Specialist

23 hours ago


Rawalpindi, Punjab, Pakistan beBeePerformer Full time
Job Title:

Performance Monitoring Specialist

">Key Responsibilities:
  • Conduct thorough performance analysis of contact center operations and develop comprehensive action plans to enhance efficiency.
  • Respond promptly to escalations from designated channels, addressing concerns in a timely manner.
  • Evaluate consumer data and agent interactions to assess service skills and policy adherence.
  • Provide process improvement recommendations to leadership to drive continuous growth.
  • Collaborate with training teams to design curriculum for call center personnel.
  • Develop educational resources, such as online materials and process guides, to support team development.
  • Address internal inquiries related to customer interactions or product line support.
  • Conduct research on escalated calls, gathering insights from various stakeholders.
  • Prepare detailed reports and references to inform decision-making.
">Required Skills and Qualifications:
  • Excellent analytical and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and collaboratively as part of a team.
  • Proficiency in data analysis and reporting tools.
  • Knowledge of contact center operations and performance metrics.
">Benefits:

This role offers opportunities for professional growth and development within a dynamic organization.

">Others:

Successful candidates will be highly motivated individuals who thrive in fast-paced environments and are committed to delivering exceptional results.



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