Senior Frontline Performance Analyst

Job Summary

To enhance frontline operations, the full-time Senior Frontline Performance Analyst will analyze operational data to identify performance issues, provide actionable insights, and work collaboratively with cross-functional teams in a remote environment.

Key responsibilities:

• Analyze frontline performance metrics by specialist, queue, vendor, and site to deliver detailed insights
• Identify root causes of performance issues and provide clear recommendations to leadership
• Develop and refine specialist metrics and dashboards in collaboration with Tools Support

Required qualifications:

• 8+ years of experience in operations analytics, workforce analytics, or business intelligence
• Proficiency in SQL with experience in complex joins and window functions
• Strong understanding of contact-center metrics such as SLA, AHT, and occupancy
• Experience in root-cause analysis within a multi-vendor, multi-site environment
• Ability to communicate complex analyses clearly to frontline managers and senior leaders