Operational Performance Analyst


Operational Performance Analyst

Essential Functions/Core Responsibilities           

  • Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports 
  • Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools
  • Determines areas for focus and conducts analyses to understand the drivers of performance gaps   
  • Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between customer satisfaction and other operational metrics such as quality, average handle time   
  • Coordinates data feeds with Operations to provide data for analysis   
  • Supports relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may be contributing to lower key metric results; serves as an extension of the Operational team; may document operational processes as input to improvement initiatives
  • Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation   
  • Facilitates action planning sessions with Call Center Operations or other stakeholders. Aids in developing recommendations involving operational changes that are expected to improve results; assists in testing of new/revised processes   
  • Facilitates the implementation of action plans in collaboration with Call Center Operational units
  • Develops updates to reflect current status of activities; monitors progress against action plans and contributes to decisions to ensure goals are met; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics
  • Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews; interacts with external clients to present analytic results and solution recommendations
  • Identifies problems that may jeopardize the analysis or program and works with manager to determine contingency plans
  • Contributes to decisions regarding analytic design, information requirements and deliverable schedules


Candidate Profile            

  • Analytical thinking and analytic aptitude; ability to apply quantitative data analysis techniques to improve work processes
  • Strong attention to detail
  • Sense of professionalism and ability to develop relationships
  • Strong communication skills, both written and verbal
  • Strong customer service orientation
  • Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts
  • Ability to work an emerging and rapidly changing environment
  • Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables
  • Experience or exposure with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and/or process consulting experience preferred
  • Proficient in Microsoft Office
  • Exposure to Six Sigma methodology
  • Up to 10% travel may be required
  • French, German, Spanish or Arabic would be an advantage