Senior Analyst, Frontline Performance

📋 Description

• Break down frontline performance by specialist, queue, vendor and site — analysing operational data
• Root-cause specialist-driven moves in SLA, AHT, accuracy and utilisation, and deliver one
• Monitor specialist-level metrics for problems that never show up in the top-line numbers, and take
• Write the requirements for specialist metrics and dashboards, and refine them with Tools Support
• Work the boundaries deliberately: hand causes that aren't specialist-driven to Business
• Sit in weekly business reviews and operational escalations, explaining what the data means to

🎯 Requirements

• 8+ years in operations analytics, workforce analytics, business intelligence or a comparable
• You write your own SQL to a high standard — complex joins, window functions, and the judgement to
• Deep contact-centre or high-volume operations knowledge: you understand SLA, AHT, occupancy
• Proven root-cause work in a multi-vendor, multi-site delivery model, where the answer sits
• You give one clear answer and stand behind it. You're comfortable saying what the data cannot tell
• Clear, direct communicator — you can take a complex analysis and give a frontline manager the one

🎁 Benefits

• The actual base pay is dependent upon many factors, such as: training, transferable skills, work
• This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
• Pay Range: $157,000 — $171,000 USD