Performance & Reporting Analyst

Full-time Management & Operations

Responsibilities

• Help support Contact Center Operations through data-driven performance management, KPI tracking, reporting, and operational analytics
• Maintain performance visibility across the organization by managing scorecards, leaderboards, dashboards, incentive calculations, and performance reporting
• Track, monitor, and analyze individual and team performance across key operational KPIs
• Maintain performance scorecards, leaderboards, and productivity tracking systems
• Identify trends, risks, and opportunities for performance improvement
• Provide actionable insights and recommendations to Operations and Leadership teams
• Develop, maintain, and improve operational reports and dashboards
• Generate daily, weekly, monthly, and ad hoc reports
• Ensure accuracy, consistency, and integrity of performance data
• Support automation and streamlining of reporting processes
• Maintain...