Performance Analytics Director

About the Job

We’re changing the way people think about customer care, and we need your help!

We are looking for a Performance Analytics Director who will be responsible for leading the strategy, development, and delivery of analytics solutions that drive operational excellence across the account. This role oversees performance measurement frameworks, advanced reporting, forecasting models, and actionable insights that inform executive decision-making, optimize workforce efficiency, and elevate customer experience. The Director will partner closely with Operations, WFM, Quality, Training, Technology, and Finance to translate data into strategies that improve service levels, reduce costs, and enhance agents’ and leaders’ performance.

As Performance Analytics Director, You Will…

• Develop and execute a data and analytics strategy aligned with customer service goals and enterprise priorities.
• Establish a measurement framework for ope...