Senior Analyst

Ensure Critical Performance Metrics are met consistently Provide innovative ideas to optimize internal metrics & ensure critical metrics are achieved Perform audits and quality checks Provide feedback to the agents on their performance Ensure directives from senior leadership are percolated and acted upon Build team spirit through group sessions, activities, and projects Focus on retention of staff through career mapping & guiding team members Advocate and follow organizational policies and procedures Adhere to the information security requirements Ensure all client deliverables met within timelines Ensure productivity/quality enhancement and process meets all metrics