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Data Driven Performance Manager
hace 2 meses
About the Role
We are seeking a highly analytical individual to join our team as a Data Driven Performance Manager. As a key member of our organization, you will be responsible for monitoring and analyzing real-time data to ensure optimal performance and goal achievement.
Key Responsibilities:
- Manage multiple call queues in real-time, ensuring planned coverage is met on an interval level.
- Monitor and analyze various metrics such as Service Level, Average Speed of Answer, Schedule Adherence, Occupancy, Average Handle Time, and After Call Work against defined thresholds.
- Provide outage and crisis management support, facilitating communications between IT teams and site management.
- Develop and implement Key Performance Indicator (KPI) action plans to drive performance goals.
- Work closely with Global Resource Planners to ensure optimal staffing coverage on a daily and weekly basis.
- Provide real-time leadership to Local Resource Planners, assisting in managing intraday staffing requirements.
Requirements:
- Analytical mindset with excellent problem-solving skills.
- Strong written and verbal communication skills.
- Attention to detail and ability to work in a fast-paced environment.
- Team player mindset with exceptional collaboration skills.
What We Offer:
ResultsCX offers a competitive salary of $85,000 - $115,000 per year, depending on experience. Our comprehensive benefits package includes medical, dental, and vision insurance, 401(k) matching, and paid time off.
About ResultsCX
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs.
