Transparent BPO
Job Overview 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. This is a Work from Home role on a night/graveyard shift schedule with fixed weekends off. WFH equipment provided. Qualifications Managing contact center metrics (e.g. AHT, CSAT, FCR, Occupancy, Adherence, SLA/KPI tracking). Proficient in RCA Methodologies, trend analysis, dispersion analysis and the implementation of data-driven coaching interventions 1-3 years of experience in a call center, BPO, or customer support environment. Experience in performance monitoring, reporting, or operations leadership and management is a plus. Proficiency in MS Office Suite, with a working knowledge of Power BI, or data visualization and analytics tools. Experience in supporting automation and digital transformation initiatives. Standardizing reporting and performance tracking methods. Strong analytical and problem-solving skills. Excellent communication and collaboration skills. Proactive mindset with a focus on continuous improvement. Ability to prioritize and manage multiple tasks in a fast-paced environment. Responsibilities and Duties This is an individual contributor role and will be coaching TLs and will perform RCA Methodologies and data analytics to improve KPI. Must have expertise in data analysis, knowledgeable in data visualization tools, such as power BI or SQL. Recommend coaching and training interventions based on data insights. Monitor and report on the impact of improvement actions. Team Performance & Coaching Support Assist Operations in analyzing agent performance trends. Real-Time Performance Monitoring (Daily Tasks) Track agent-level and team-level KPIs in real-time. Flag performance deviations and escalate urgent issues. Provide instant feedback loops to Operations and Leadership. Data Analysis & Reporting (Weekly/Monthly Tasks) Generate operational performance dashboards. Conduct root cause analysis for missed SLAs. Identify trends and provide actionable insights for continuous improvement. Issue Resolution & SLA Compliance Proactively address SLA risks before client escalations. Support Operations in executing recovery action plans. Ensure adherence to compliance and regulatory guidelines. Workflow & Process Optimization Identify inefficiencies in workflows and propose process improvements. Tactical Support for Client Services & Operations Prepare performance data for client discussions. Assist in Quarterly Business Reviews (QBRs) with operational deep dives. Document and track operational improvement initiatives. Job Type: Full-time Pay: Up to Php50,000.00 per month Benefits Company events Health insurance Life insurance Paid training Work from home Application Question(s): What's your expected monthly salary? Experience: BPO Team Leader: 1 year (Preferred) BPO Operations Manager: 1 year (Preferred) RCA methodologies: 1 year (Preferred) Data Analysis: 1 year (Preferred) Work Location: Remote
Transparent BPO
