Senior Analyst, Frontline Performance

• Break down frontline performance by specialist, queue, vendor and site
• Analyse operational data to identify detailed performance drivers
• Root-cause specialist-driven changes in SLA, AHT, accuracy and utilisation
• Monitor specialist-level metrics and recommend actions to Frontline Delivery leadership
• Write requirements for specialist metrics and dashboards and refine them with Tools Support
• Coordinate with Business Intelligence, Capacity Planning and Quality Analytics
• Participate in weekly business reviews and operational escalations
• Explain data findings to decision-makers
• Use internal AI data analytics tools to accelerate analysis

• 8+ years in operations analytics, workforce analytics, business intelligence or a comparable analytical role
• Experience in an environment where operational decisions were made based on your numbers
• High-standard SQL, including complex joins and window functions
• Deep contact-centre or high-volume operations knowledge
• Understanding of SLA, AHT, occupancy, shrinkage and adherence
• Proven root-cause analysis in a multi-vendor, multi-site delivery model
• Ability to distinguish causes across staffing, skilling, tooling and process
• Ability to communicate complex analysis clearly to frontline managers and senior leaders

• Bonus eligibility
• Equity eligibility
• Benefits
• Employee Travel Credits
• Reasonable accommodations throughout the recruitment process
• No fee or equipment purchase required during the interview process