Job Description: Role 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 Customer Service Managers (CSMs) can focus on strategic priorities while Operations can concentrate on behavior coaching by managing tactical and day-to-day tasks. Key Tasks: Real-Time Performance Monitoring (Daily Tasks): Track agent-level and team-level KPIs in real-time. Data Analysis & Reporting (Weekly/Monthly Tasks): Prepare reports and analyze performance data to identify trends and insights. Issue Resolution & SLA Compliance: Address operational issues promptly to meet service level agreements. Workflow & Process Optimization: Identify and implement improvements to operational processes. Tactical Support: Provide support for Client Services and Operations teams. Agent Performance & Coaching Support: Assist in coaching efforts based on performance data. Required Knowledge and Skills: Proficiency in Excel (Pivot Tables, VLOOKUP, Macros), Power BI, Tableau, or similar analytics tools. Familiarity with contact center metrics such as AHT, CSAT, FCR, Occupancy, Adherence, and SLA/KPI tracking. Experience supporting automation and digital transformation initiatives. Ability to standardize reporting and performance tracking methods. Minimum Qualifications: Educational background: University degree or professional qualification. At least 3 years of relevant experience. Keywords: productividad, productivity, yield, rendimiento, líder, jefe, gerente, manager, director, chief, lead, jefatura, regente #J-18808-Ljbffr