Job Description: 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. ✔ Tasks: Real-Time Performance Monitoring (Daily Tasks) o Track agent-level and team-level KPIs in real-time. · Data Analysis Reporting (Weekly/Monthly Tasks) · Issue Resolution SLA Compliance · Workflow Process Optimization ...