What You Will Do:

• End-to-end Ownership: Own and take responsibility for the Agent Insights manifest to drive performance insights and improvement plans maximising modern platforms and automation.
• Performance Management Excellence: Develop and implement a robust performance management framework aligned with global important metrics to drive accountability and outcomes. Drive standard processes for agent success.
• Execution: Use data-driven approach to execute on strategies fit for performance management framework
• Proactivity: Holistic understanding of agent performance and ability to articulate performance hotspots and issues; Proactively, formulate coaching and performance improvement areas in a methodologically to key partners in a concise and actionable manner.
• Presentation: Present findings to senior partners and Coaches+ with the highest quality and in a clear and concise manner.
• Prioritization: With competing priorities, show ability to prioritize and implement appropriate sets of activities to achieve performance management excellence. Clear distinction between why a set of tasks must be prioritized over others through understanding of cause and effect.
• Continuous Improvement: See opportunities for process optimization, efficiency gains and automation using data-driven insights and technology to drive continuous improvement. Instil and test and learn culture into existing business processes on order to improve overall business performance
• Knowledge: Become an expert; be curious and engage business partners to learn about what drives Agent Performance.
• Leadership: Take ownership to lead all aspects of Agent Insights and Performance Management while mentoring analysts under you.
• Creative Thinking: Ability to think creatively to identify and deliver new, innovative analytical projects from existing and existing and new data sources
• Product Development: Partner with Product Manager using insights and data to assists with Quest improvement.

What We're Looking For:

• Proven experience in performance management, data analysis, and business intelligence roles, preferably in a managerial capacity.
• Strong analytical skills with proficiency in data visualization and statistical analysis tools (e.g., Excel, Power BI, Tableau).
• Excellent communication and presentation skills, with the ability to translate sophisticated data into actionable insights for non-technical partners.
• Strategic problem solver with a track record of driving organizational change and delivering tangible results through data-driven decision-making.
• Leadership skills with the ability to encourage and empower teams to achieve excellence and foster a culture of continuous improvement.
• Knowledge of relevant industry standards, regulations, and best practices in performance management and data analytics.