Join Solvo as a KPI Performance Manager
1 VacantesCallcenter en Barranquilla, Atlántico
- Salario: A convenir
- Categoría: Comercial / Ventas / Atención al Cliente
- Subcategoría Callcenter
- Localidad: Barranquilla
- Activo desde: 16/05/2025
- Jornada: Tiempo Completo
- Tipo de Contrato: Contrato a término indefinido
- Cantidad de Vacantes: 1
- Educación Mínima: Universidad / Carrera Profesional
- Años de Experiencia: 3
Job Description:
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.
Tasks:
Real-Time Performance Monitoring (Daily Tasks)
o Track agent-level and team-level KPIs in real-time.
· Data Analysis & Reporting (Weekly/Monthly Tasks)
· Issue Resolution & SLA Compliance
· Workflow & Process Optimization
· Tactical Support for Client Services & Operations
· Agent Performance & Coaching Support
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.