Join Solvo as a KPI Performance Specialist Full Time

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.
Location:
Bogota
Medellin
Barranquilla

Schedule:
Full disponibility, 2 days off per week

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.

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.
Join the Solvo Wolfpack!