Found Description
Job Description
The Performance & Reporting Analyst is responsible for monitoring, analyzing, and reporting the operational performance of outsourced contact center partners. The role provides actionable insights through data analysis, dashboard management, and performance reporting to support service level achievement, customer experience improvement, and operational decision‑making. The analyst acts as the “single source of truth” for all contact center performance metrics and supports leadership with timely, accurate, and insightful business intelligence.
Accountabilities
- Monitor daily, weekly, and monthly contact center performance across all vendor locations.
- Track key operational metrics and identify performance gaps.
- Drive vendors to manage interval level committed numbers and SLA.
- Conduct root cause analysis for SLA misses and operational challenges.
- Develop executive dashboards using Power BI, NICE...