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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates advanced knowledge in KPI analysis and interpretation, financial impact assessment, and people management. Proficient in developing analytical dashboards and executing strategies aligned with business objectives.
Highest-signal resume keywords
KPI Analysis And InterpretationMicrosoft Power BIPeople ManagementSLA ManagementPDCA And COPC Management Models
About the role
Key responsibilities & impact- Define strategies by identifying best practices and solutions to optimize the performance of the department and its teams
- Provide recommendations and support decision-making aligned with business strategy and value creation for the company
- Analyze and monitor the execution of in-depth KPI analyses and their financial impacts
- Periodically validate results through KPI analysis
- Develop analytical KPIs and dashboards tracking the evolution of resolution and operational efficiency KPIs
- Design and monitor a tracking model for critical KPIs
- Generate inputs for PDCA and COPC cycles related to critical KPIs
- Execute sprints and present their outcomes to managers
- Propose cross-referencing data sources to identify analytical insights in critical cases
- Identify internal company information sources for business data cross-referencing and analysis
- Support the implementation of new projects in line with the organization’s strategy and needs
- Analyze operational inquiries regarding procedures and seek appropriate answers
- Assess, together with the supervisor, the technical feasibility of implementing new features and services
- Ensure that the team has comprehensive knowledge of the tools and work systems
- Ensure SLAs for quality initiatives through the application of consequence management
- Perform other related duties as required
Requirements
What you’ll need- Bachelor’s degree or equivalent higher education qualification
- Experience with SLAs preferred
- Advanced proficiency in Microsoft Office preferred
- Advanced proficiency in Microsoft Power BI preferred
- Advanced knowledge of outsourced call center operations and processes preferred
- Intermediate knowledge of establishing strategies and guidelines preferred
- Intermediate knowledge of delegation and conflict management preferred
- Advanced knowledge of people management preferred
- Advanced knowledge of KPI analysis and interpretation, including financial impacts, preferred
- Intermediate knowledge of PDCA and COPC management models preferred
- Basic knowledge and experience with standards and certifications preferred
Benefits
Comp & perks- Childcare allowance per child up to five years of age
- Allowance for children with special needs, with no age limit
- Medical and dental insurance
- Life insurance
- Transportation allowance
- Food and/or meal allowance
- PPR – Profit-Sharing Program
- Wellhub wellness platform
- Partnerships with various organizations, including educational institutions and language schools
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI DevelopmentData AnalysisOperational EfficiencyFinancial Impact AnalysisStrategy Development
Soft Skills
Conflict ManagementDelegationDecision-MakingTeam Collaboration
Tools & Technologies
Microsoft OfficeAnalytical Dashboards
Industry Keywords
Outsourced Call Center OperationsQuality InitiativesConsequence Management