KPI Analyst

Job Overview

The KPI Performance Specialist supports the Client Services Team and Operations by handling operational details, analyzing performance data, and preparing actionable insights. This role ensures that CSMs can focus on strategic priorities while Operations can concentrate on behavior coaching by managing tactical and day-to-day tasks.

This is a Work from Home role on a night/graveyard shift schedule with fixed weekends off. WFH equipment provided.

Qualifications

• Managing contact center metrics (e.g. AHT, CSAT, FCR, Occupancy, Adherence, SLA/KPI tracking).
• Proficient in trend analysis and the implementation of data-driven coaching interventions
• 1-3 years of experience in a call center, BPO, or customer support environment. Experience in performance monitoring, reporting, or operations leadership and management is a plus.
• Proficiency in MS Office Suite, with a working knowledge of Power BI, Tableau, or data visuali...