Data-Driven Performance Specialist

5 days ago

Taguig, National Capital Region, Philippines beBeePerformance Full time
Job Overview

As a Performance Monitoring specialist, you will play a critical role in ensuring the quality and efficiency of our contact center operations. Your primary responsibility will be to monitor, analyze, and review customer contact quality, providing actionable insights that drive operational improvements.

Working closely with cross-functional teams, you will gather business requirements and customize performance reports to meet the needs of stakeholders. This role requires a strong analytical mindset, excellent communication skills, and the ability to work effectively in a fast-paced environment.

The successful candidate will have experience in data analysis tools and proficiency in extracting, cleansing, and transforming data from various sources. A bachelor's degree in a related field is also preferred.

Key Responsibilities:
  • Collaborate with stakeholders to determine key performance indicators (KPIs) and data needs for the contact center.
  • Design, develop, and maintain performance scorecards using relevant tools.
  • Extract, cleanse, and transform data from various sources to generate accurate reports and dashboards.
  • Analyze performance data to identify trends, patterns, and insights for operational and strategic improvements.
Requirements

This role requires a combination of technical and soft skills, including:

  • Bachelor's degree in a related field
  • Experience in a customer service environment
  • Strong problem-solving and analytical skills
  • Excellent verbal and written communication skills
  • Proficient in data analysis tools
  • Open to new challenges and opportunities for growth and development

We value diversity and promote an inclusive workplace where everyone can be their authentic self. We are an Equal Opportunity/Affirmative Action employer and welcome applications from all qualified candidates.

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