Summary
The Performance and Insight Senior Analyst supports the North America Client Relations Center by turning operational and client data into insights that inform business decisions. The role analyzes performance drivers and the end-to-end client journey to improve operational execution, client experience, and continuous improvement.
Responsibilities
- Analyze contact center KPIs, monitor performance trends, and identify risks and improvement opportunities.
- Develop and maintain dashboards, scorecards, recurring reports, and executive-ready presentations.
- Conduct root cause analysis and evaluate client journey touchpoints to identify friction and operational inefficiencies.
- Translate data into clear business narratives, recommendations, and quantified impact.
- Partner with cross-functional teams on process improvements, automation, reporting enhancements, and special projects.
- Ensure data integrity and reporting accuracy across systems and platforms.
Requirements
- At least 5 years of experience in contact center analytics, workforce management, business analysis, or contact center operations.
- Strong understanding of contact center KPIs, forecasting, capacity planning, and workforce management.
- Advanced experience with analytics and reporting tools such as Excel, SQL, Looker, Tableau, Power BI, or similar.
- Experience with contact center platforms and CRM, telephony, or case management technologies.
- Strong analytical, communication, presentation, and cross-functional influencing skills.
- Ability to synthesize complex data into practical recommendations and support UAT and feature validation.
