Performance Manager

votre profil

Necessary Skills:

Data Analysis:

• Proficiency in data analysis tools (e.g., Excel, Tableau, Power BI).
• Ability to interpret complex data sets and derive actionable insights.

Performance Metrics:

• Knowledge of key performance indicators (KPIs) relevant to customer support.
• Experience in developing and maintaining performance dashboards.

Coaching and Development:

• Strong coaching and mentoring skills to provide constructive feedback.
• Ability to foster a culture of continuous improvement.

Communication Skills:

• Excellent verbal and written communication skills for reporting and presentations.
• Ability to convey complex information clearly to various stakeholders.

Process Improvement:

• Familiarity with process improvement methodologies (e.g., Lean, Six Sigma).
• Experience in developing strategies to enhance workflows and efficiency.

Project Management:

• Strong organizational skills to manage multiple projects and priorities.
• Experience with project management tools .

Customer Focus:

• Understanding of customer service principles and best practices.
• Ability to align performance metrics with customer satisfaction goals.

Work Experience:

Relevant Experience:

• 3-5 years of experience in a performance management or analytics role, preferably within customer support or a related field.

Team Leadership:

• Experience in leading or managing teams, with a focus on performance improvement.

Customer Support Background:

• Previous experience in customer support or service roles to understand the operational challenges and metrics.

Reporting and Analysis:

• Proven track record of preparing and presenting performance reports to management.

Process Improvement Initiatives:

• Experience in implementing process improvement initiatives that resulted in measurable outcomes.