Operations, KPI Performance Specialist (Previous OMs and TLs)
About our Company
Transparent BPO is a leading provider of contact center BPO services. Through talent, process, and technology we integrate with our client’s brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.
Job 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 CSMs can focus on strategic priorities while Operations can concentrate on behavior coaching by managing tactical and day-to-day tasks.
This is a fully onsite role on a night/graveyard shift schedule with fixed weekends off.
Required Knowledge and Skills- Familiarity with contact center metrics (AHT, CSAT, FCR, Occupancy, Adherence, SLA/KPI tracking).
- Experience in supporting automation and digital transformation initiatives.
- Standardizing reporting and performance tracking methods.
- Proficiency in MS Office Suite, with a working knowledge of Power BI, Tableau, or data visualization and analytics tools.
Desired Qualities:
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration skills.
- Proactive mindset with a focus on continuous improvement.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- 1-3 years of experience in a call center, BPO, or customer support environment. Experience in performance monitoring, reporting, or operations management is a plus.
- Bachelor’s degree in business administration, Data Analytics, Computer Science, Industrial Engineering, or related fields (or equivalent work experience).
- Real-Time Performance Monitoring (Daily Tasks)
- Track agent-level and team-level KPIs in real-time.
- Flag performance deviations and escalate urgent issues.
- Provide instant feedback loops to Operations and Leadership.
- Data Analysis & Reporting (Weekly/Monthly Tasks)
- Generate operational performance dashboards.
- Conduct root cause analysis for missed SLAs.
- Identify trends and provide actionable insights for continuous improvement.
- Issue Resolution & SLA Compliance
- Proactively address SLA risks before client escalations.
- Support Operations in executing recovery action plans.
- Ensure adherence to compliance and regulatory guidelines.
- Workflow & Process Optimization
- Identify inefficiencies in workflows and propose process improvements.
- Tactical Support for Client Services & Operations
- Prepare performance data for client discussions.
- Assist in Quarterly Business Reviews (QBRs) with operational deep dives.
- Document and track operational improvement initiatives.
- Agent Performance & Coaching Support
- Assist Operations in analyzing agent performance trends.
- Recommend coaching and training interventions based on data insights.
- Monitor and report on the impact of improvement actions.
Benefits:
- Competitive Salary
- Weekly payout!
- HMO coverage plus 1 dependent
- Free parking and many more...