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Business Performance Analyst

2 weeks ago

Cebu City, Central Visayas, Philippines Moder Solutions Inc. Full time
Job Description:

Moder Solutions Inc. is seeking a Business Performance Analyst to join our team. As a Business Performance Analyst, you will be responsible for monitoring and managing real-time performance metrics, ensuring optimal operational efficiency.

Key Responsibilities:

  • Monitor real-time performance metrics such as call volumes, agent adherence to schedules, service level attainment, and other key performance indicators (KPIs).
  • Manage agent adherence to assigned schedules, including break and lunch times, to minimize deviations and maintain service levels.
  • Respond promptly to alerts and notifications regarding potential service level breaches, agent availability issues, or other operational disruptions.

Requirements:

  • Strong analytical and problem-solving skills, with the ability to interpret complex data, identify trends, and make data-driven decisions in real-time.
  • Excellent verbal and written communication skills, with the ability to effectively communicate with diverse stakeholders at all levels of the organization.
  • 2 to 4 years of WFM or Data Analyst experience.