Related skills
analytics change management performance management vendor management dashboards📋 Description
- Lead a global performance program with scorecards, analytics, and insights for BPO teams.
- Partner with Vendor Ops, Training, Member Experience, and others to align metrics.
- Drive continuous improvement by identifying trends, root causes, and actions.
- Manage and evolve our performance monitoring tools, processes, and reporting.
- Enable scalability by refining KPIs and readiness for new channels.
- Deliver data narratives in monthly reviews and targeted deep-dives.
🎯 Requirements
- 3+ years in contact center quality, performance management, or ops.
- Hands-on Speech Analytics, including query design.
- Proven success partnering with BPO vendors to drive improvements.
- Strong analytical skills to translate data into insights and action.
- Experience building scorecards, dashboards, or operational reporting.
- Willingness to travel domestically and internationally (~15%).
🎁 Benefits
- Four days in office weekly; Fridays remote for nearby offices.
- In-office perks include backup care and subsidized commuter benefits.
- Competitive salary based on experience.
- 401k match and comprehensive benefits.
- Generous vacation, company-wide days off, and events.
- Wellness stipend and parental leave programs.
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