Performance Reporting, Analysis and Measurement Specialist

Job description

Job Opportunities Smart Link Company - Riyadh Smart Link Company, one of the Gulf Training and Education Group companies, announces the availability of a number of job opportunities for Saudi talent with experience in the Contact Center sector, to join a professional work team in the city of Riyadh. Performance reporting, analysis and measurement specialist • At least 3 years of experience in preparing reports, analyzing and measuring the performance of call centers. • Experience in Workforce Management (WFM). • Working knowledge of COPC standards. • Advanced skills in data analysis, performance indicators and reporting. Team Leader • Experience in leading work teams and supervising performance. • Strong skills in reporting and analyzing results. • Good understanding of operational performance indicators (KPIs) in call centers. • The ability to develop team performance and achieve operational goals. Shift Manager • At least 3 years of experience in the field of call centers or in a related position. • Strong knowledge of operational KPIs. • Practical experience in applying COPC standards. • High leadership skills in managing operations and work teams. Quality Specialist • At least 3 years of experience in the field of quality assurance (QA) in call centers. • Experience in evaluating call quality, analyzing results, and preparing quality reports. Quality Supervisor • At least 3 years of experience in the field of Quality Assurance (QA). • Practical experience and good knowledge of COPC standards. • Ability to manage the quality team, analyze performance indicators and develop improvement plans. General requirements: • Saudi nationality. • Diploma or Bachelor’s degree qualification. • Excellent command of the English language, spoken and written. • High skills in communication, analysis and teamwork. Work Location: Riyadh Are you ready for the next step in your career? If you know someone with the right experience, share this opportunity with them. Smart Link | Smart Link We attract talent...and create opportunities for growth and professional development

Requirements

• Experience in reporting, analyzing and measuring contact center performance
• Experience in Workforce Management (WFM)
• Working knowledge of COPC standards
• Advanced skills in data analysis, performance indicators and reporting
• Experience in leading work teams and supervising performance
• Strong skills in reporting and analyzing results
• Good understanding of operational KPIs in contact centres
• Ability to develop team performance and achieve operational targets

Skills