Overview
Operations Performance Management Consultant
Contract: 2-3 months (Extension Possible)
Remote
Top Must Haves:
- Must understand data analysis/PowerBI
Responsibilities:
- Develop a comprehensive strategy for monitoring and improving agent performance across key contact center KPIs such as Average Handle Time (AHT), First Call Resolution (FCR), Quality, and Accuracy.
- Design and implement effective performance scorecards and reporting tools to measure and analyze agent performance working with the Ops Analytics team.
- Lead the transformation towards a culture of continuous improvement and robust performance management within the contact center.
- Provide expert coaching and mentorship to team leads and supervisors, enhancing their skills and understanding in driving effective call center performance.
- Collaborate with various stakeholders to ensure that the call center performance strategy aligns with the broader business objectives.
- Identify training needs and conduct educational sessions for operations leaders and frontline staff to improve their performance management skills.
- Define agent and team leader metric scorecards, goals, and targets for each department in operations.
- Train and teach leaders how to drive results through effective coaching.
Requirements:
- Demonstrated experience in managing frontline call center associates and driving significant improvements in contact center KPIs.
- Strong expertise in developing and implementing strategies for enhancing call center performance.
- Exceptional coaching and mentoring abilities, aimed at empowering and developing the operations leadership team.
- In-depth knowledge of contact center operations and key performance metrics.
- Outstanding communication and collaboration skills, with the ability to engage effectively across different levels of an organization.
- Strategic mindset with a focus on continuous improvement and innovation.
Education:
Bachelors in business, finance, technology, or related field preferred.
Job Type:full_time
