Performance Analyst
Core
Monitor live call volumes, agent adherence, and queue performance across multi-channel platforms to stabilize operations and maintain service levels.
Role type
Real-time performance specialist (Workforce Management)
Builds
Contact centre operations for a global insurance company
Domain
Insurance / Contact Centre Operations
Deliverable
dashboards & analysis
Required skills
Workforce Management (WFM) systems proficiency, real-time data analysis, incident management, KPI interpretation, operational forecasting
Preferred skills
Experience in call/contact centre environments, shift flexibility
Technologies
NICE, Verint, IEX, Calabrio
Responsibilities
Continuously monitor live call volumes, agent adherence, shrinkage, and queue performance; Take immediate corrective action to maintain service levels; Act as frontline responder to fluctuations, system outages, or technical issues; Lead and facilitate Operational Intraday meetings; Provide real-time insights to improve operational efficiency; Ensure compliance with internal policies and regulatory requirements