Related skills
data analysis quality assurance training dashboards people development📋 Description
- Lead supervisors and people managers across sites.
- Drive KPI outcomes: service level, answer rate, QA, churn.
- Implement weekly data-driven reviews and calibrations.
- Plan capacity: staffing, coverage, routing, and hiring.
- Standardize processes, escalations, and service standards.
- Turn insights into action to improve speed and accuracy.
🎯 Requirements
- 3-5 years in call center operations; 2+ years with KPI ownership.
- Excellent verbal and written English.
- Strong analytical skills; dashboards, spreadsheets, QA reporting.
- Coach, develop and collaborate cross-functionally (Product, Ops, QA, Training).
- Strong communication, problem solving, decision making.
- Willing to travel to Slice sites and BPO partner locations.
🎁 Benefits
- Pizza Fridays
- Private health insurance
- Wellbeing program
- Learning and Development Program
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