Senior Performance Management Analyst

Job Summary

Leading performance improvement initiatives, the full-time Senior Performance Management Analyst will manage project execution across various teams to enhance agent efficiency and customer experience, working in a hybrid or remote capacity.

Key responsibilities

• Drive agent performance improvements by implementing initiatives that enhance SOP compliance and resolution rates
• Manage strategic initiatives, including timelines, documentation, and coordination of meetings to ensure project success
• Develop and lead pilot programs, collecting feedback and tracking data to inform actionable recommendations

Required qualifications

• Bachelor's degree or 4 years of relevant work experience
• Experience in project management and contact center performance management
• Strong analytical skills with the ability to present data visually using MS PowerPoint
• Proficient in MS Office tools, especially Excel, PowerPoint, and Word
• Must be legally authorized to work in the United States without sponsorship