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Performance Monitoring Specialist

1 week ago

Quezon City, National Capital Region, Philippines Nityo Infotech Services Philippines Full time

Nityo Infotech Services Philippines seeks a skilled Performance Monitoring Specialist to join our team. As a key member of our analytics team, you will play a critical role in monitoring and analyzing the performance of our contact centers.

Main Responsibilities
  1. Real-time Monitoring: Monitor real-time data to identify trends, patterns, and areas for improvement in customer contact flows, staffing levels, and service level agreements.
  2. Analytics and Reporting: Develop and maintain dashboards and reports to visualize key performance indicators (KPIs) and metrics.
  3. Data Analysis: Analyze historical data to identify seasonal trends, capacity planning opportunities, and forecasting requirements.
  4. Process Improvement: Collaborate with cross-functional teams to implement process improvements and recommendations based on data analysis.

In this role, you will work closely with various stakeholders to ensure that our contact centers are operating efficiently and effectively. You will need to have strong analytical and problem-solving skills, excellent communication and collaboration abilities, and a solid understanding of data analysis and business intelligence concepts.