What Performance Monitoring contributes to Cardinal HealthCustomer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality.The team's insight help improve customer experience, identify training needs for agents, help optimize the operations, and help make-date-driven decisions to enhance overall efficiency and effectiveness of the contact center.Responsibilities:As a Performance Monitoring Consultant, you will play a crucial role in enabling informed decision-making and operational excellence through the management of scorecards and using the feature of Verint Performance Manager to analyze and present performance data. Your analytic abilities and technical expertise will contribute to improving the efficacy and productivity of our contact center operations.QualificationsBachelor's degree in a relevant field such as Business Analytics, Data Science, Statistics, or a related discipline.Proven experience (3-5 years) in data analysis, reporting, and performance management, preferably in a contact center environment.Advanced proficiency in Excel, data visualization tools, and business intelligence software. Experienced in Verint Performance Manager or similar performance management tools is a plus.Experienced in SQL coding.Strong analytical mindset with the ability to translate data into actionable insights.Excellent communication skills to convey complex data findings to both technical and non-technical stakeholders.Detail-oriented with a commitment to data accuracy and integrity.Problem-solving skills to troubleshoot and resolve data-related issues.Ability to work independently, manage multiple tasks, and meet deadlines.Experience with SQL and database querying is a plus.What is expected of you and others at this levelCollaborate with stakeholders to determine the key performance indicators (KPIs) and data needs for the contact center.Use Verint Performance Manager to oversee the design, development, and maintenance of performance scorecards.Extract, cleanse, and transform data from diverse sources in order to generate accurate and meaningful reports and dashboards.Analyze performance data in order to identify trends, patterns, and insights that can inform operational enhancements and strategic decisions.Interpret complex data sets and translate findings into actionable management recommendations.Validate and reconcile information across multiple systems on a regular basis to guarantee data accuracy and integrity.Collaborate with cross-functional teams to collect business requirements and customize performance reports to meet needs.Provide contact center employees with training and support on how to utilize scorecards and performance management tools effectively.Continuously monitor the efficacy of performance metrics and propose modifications as business requirements change.Remain current on industry best practices on statistical, and performance management tool advancements.
