Senior Analyst - Partner Performance
Job Summary
Leading the analysis and reporting of vendor operations, the full-time Senior Analyst - Partner Performance will build and manage Power BI dashboards, analyze performance metrics, and provide actionable insights to enhance customer experience and operational efficiency in a remote work environment.
Key responsibilities
- Build and maintain Power BI dashboards and performance reporting for Customer Care vendor operations
- Analyze KPIs to identify trends, root causes, and performance gaps across vendors and channels
- Deliver data-driven insights and recommendations to leadership and operational partners
Required qualifications
- 5+ years of experience in business analytics, contact center reporting, or related fields
- Experience in building dashboards, scorecards, and reporting packages
- Strong Excel and data-analysis skills with a proven ability to interpret data and identify trends
- Familiarity with operational KPIs such as SLA, AHT, and CSAT
- Preferred experience with Power BI, SQL, and business intelligence tools
Complete Job Description
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