Promotional vacation scheduler (D.F.R)

Descripción de la oferta

The KPI Performance Specialist
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.

En Bogota, Medellin o Barranquilla
Bog sede Sura Rosales
Mde, Murano, existe posibilidad que rote en las sedes
Bquilla, smart office center existe posibilidad que rote en las sedes

Full dispo lunes-domingo, 2 dias off

Real-Time Performance Monitoring (Daily Tasks)
o Track agent-level and team-level KPIs in real-time.
o Flag performance deviations and escalate urgent issues.
o Provide instant feedback loops to Operations and Leadership.
· Data Analysis & Reporting (Weekly/Monthly Tasks)
o Generate operational performance dashboards.
o Conduct root cause analysis for missed SLAs.
o Identify trends and provide actionable insights for continuous improvement.
· Issue Resolution & SLA Compliance
o Proactively address SLA risks before client escalations.
o Support Operations in executing recovery action plans.
o Ensure adherence to compliance and regulatory guidelines.
· Workflow & Process Optimization
o Identify inefficiencies in workflows and propose process improvements.
· Tactical Support for Client Services & Operations
o Prepare performance data for client discussions.
o Assist in Quarterly Business Reviews (QBRs) with operational deep dives.
o Document and track operational improvement initiatives.
· Agent Performance & Coaching Support
o Assist Operations in analyzing agent performance trends.
o Recommend coaching and training interventions based on data insights.
o Monitor and report on the impact of improvement actions.

Required Knowledge and Skills
· Proficiency in Excel (Pivot Tables, VLOOKUP, Macros), Power BI, Tableau, or similar analytics tools.
· 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.

Education/Experience
· Bachelors degree in business administration, Data Analytics, Computer Science, Industrial Engineering, or related fields (or equivalent work experience).
· 1-3 years of experience in a call center, BPO, or customer support environment. Experience in performance monitoring, reporting, or workforce management is a plus.

Requerimientos

• Educación mínima: Educación Básica Secundaria
• 2 años de experiencia
• Idiomas: Inglés
• Edad: A partir de 18 años

Hace 2 días

Acerca de SOLVO S.A.S

Somos un equipo que busca conectar los mejores talentos con las mejores empresas internacionales, principalmente, de Estados Unidos, las cuales están enfocadas en sectores como Recursos Humanos, Nómina, Servicio al Cliente, Finanzas, Servicios Legales, Marketing, Ventas, entre otros. Brindamos las mejores experiencias laborales para ofrecer los mejores resultados a nuestros clientes.

Aplica ahora y trabaja desde la ciudad de Medellin, Bogotá, Barranquilla, Bucaramanga y Cali.

Salarios