
High-Performance Operations Specialist
13 hours ago
The Performance Analyst is a key member of the team responsible for ensuring seamless daily operations by closely monitoring attendance, productivity, and performance data.
Key Responsibilities- Daily Analysis & Monitoring: Review attendance and productivity reports from internal tools and collaborate with the central Reports Team. Continuously monitor real-time dashboards for team member status, productivity levels, and performance anomalies.
- Reporting & Communication: Provide timely alerts during shifts to support Ops/CSMs in troubleshooting issues before they impact client perception. Prepare regular summary reports on attendance, productivity, and performance trends.
- Collaboration & Support: Partner with Ops/CSMs to offer client-facing insights that foster retention and growth efforts. Work closely with Ops/CSMs to recommend corrective actions, such as coaching, training, or HR escalation, where necessary.
- Key Performance Indicators (KPIs): Accuracy and timeliness of daily reports. Response time for real-time alerts to Ops/CSMs. Reduction of client escalations caused by attendance/productivity issues.
- Bachelor's degree in Business Administration, Operations Management, Data Analytics, or related field.
- 1-2 years of experience in reporting, workforce management, data analysis, or operations support.
- Strong analytical and problem-solving skills. High attention to detail and accuracy.
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