Performance Analytics Director

About the Job

We’re changing the way people think about customer care, and we need your help!

The Director will partner closely with Operations, WFM, Quality, Training, Technology, and Finance to translate data into strategies that improve service levels, reduce costs, and enhance agents' and leaders’ performance.

• Develop and execute a data and analytics strategy aligned with customer service goals and enterprise priorities.
• Establish a measurement framework for operational, financial, and customer-experience KPIs (AHT, SLA, NPS, Quality, shrinkage, attrition, absenteeism, etc.).
• Drive innovation in analytics, leveraging automation, AI models, and real-time dashboards.
• Oversee the creation and management of comprehensive performance dashboards, scorecards, and data visualizations.
• Deliver executive-level insights with clear narratives that identify trends, root causes, risks, and opportunities.
• Standardize reporting Cadence across frontline, management, and executive layers.
• Partner with Operations Leaders to evaluate call flows, staffing, queue performance, and channel optimization.
• Recommend actions to improve efficiency and service levels (process redesign, capacity plans, channel deflection strategies, automation opportunities).
• Lead root cause analysis initiatives for performance gaps across sites, vendor partners, and contact channels.
• Oversee long-term and short-term forecasting for volume, handle time, staffing, and workload distribution.
• Collaborate with Workforce Management to improve capacity planning, scheduling accuracy, and real-time performance.
• Implement predictive models to anticipate demand spikes, customer behavior trends, and operational risks.
• Ensure data integrity, accuracy, standard definitions, and adherence to governance protocols.
• Lead efforts to unify data sources across CRM, WFM, QA, and customer feedback platforms.
• Champion continuous improvement in data architecture and analytics technology.
• Build and lead a high-performing analytics team, including analysts, data scientists, reporting specialists, and BI developers.
• Develop talent through coaching, training, and performance management.
• Foster a culture of curiosity, innovation, and results-driven analysis.

• Bachelor’s degree in Business, Analytics, Statistics, Engineering, or related field.
• 5+ years of experience in analytics, operations strategy, or performance management within a call center or customer service environment.
• Expertise in contact center KPI frameworks and operational drivers.
• Strong proficiency with BI tools (Power BI, Tableau, Looker), SQL, and data modeling.
• Proven leadership experience managing cross-functional stakeholders and analytics teams.
• Exceptional communication skills with the ability to translate complex data into clear executive-level insights.