Found Description
Responsibilities
- Help support Contact Center Operations through data-driven performance management, KPI tracking, reporting, and operational analytics
- Maintain performance visibility across the organization by managing scorecards, leaderboards, dashboards, incentive calculations, and performance reporting
- Track, monitor, and analyze individual and team performance across key operational KPIs
- Maintain performance scorecards, leaderboards, and productivity tracking systems
- Identify trends, risks, and opportunities for performance improvement
- Provide actionable insights and recommendations to Operations and Leadership teams
- Develop, maintain, and improve operational reports and dashboards
- Generate daily, weekly, monthly, and ad hoc reports
- Ensure accuracy, consistency, and integrity of performance data
- Support automation and streamlining of reporting processes
- Maintain...