About Company

Transparent BPO is a leading provider of contact center BPO services. Through talent, process, and technology we integrate with our client’s brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

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.

Responsibilities and Duties

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

Agent Performance & Coaching Support

• Assist Operations in analyzing agent performance trends
• Recommend coaching and training interventions based on data insights
• Monitor and report on the impact of improvement actions

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.

Desired Qualities:

• 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.

Evaluation of Performance

• The KPI Performance Specialist is evaluated based on their ability to consistently meet KPIs, such as timely issue resolution, accuracy in data analysis, and effectiveness in providing actionable insights. We will also measure their impact on improving operational efficiency, agent performance, and SLA compliance, along with their contribution to client satisfaction and operational improvement initiatives.

Reporting Structure

• Direct Manager: KPI Performance Manager
• Education/Experience
• Bachelor’s 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.

Enjoy the following benefits:

• Weekly payouts
• 10% Night Differential
• Holiday Pay
• HMO on 3rd month
• 1 Dependent Coverage on your regularization
• 20 paid time off
• 13th month compensation
• 100% Employer-Paid medical, dental and life insurance
• Free Parking

Please refer to job description.