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Performance Analytics Expert

2 weeks ago

Quezon City, National Capital Region, Philippines E-Solutions IT Services Full time

E-Solutions IT Services is looking for a Performance Analytics Expert to join their team and drive business growth through data-driven decision making. The ideal candidate will have a strong background in performance analytics, with experience in data management, reporting, and performance analysis.

The Performance Analytics Expert will be responsible for analyzing historical and real-time data to identify trends and areas for improvement in call center operations, staffing, and resource allocation. They will develop and maintain regular reports and dashboards to track KPIs, and communicate insights and recommendations to key stakeholders.

Key responsibilities include identifying opportunities to streamline workflows, automate processes, and improve WFM systems and tools, and assisting in the creation and optimization of agent schedules to ensure adequate coverage while maintaining operational efficiency and balancing agent preferences.