About the role:
The Performance Specialist role focuses on regional performance of customer service and develops and implements strategic actions to improve metrics for the region. As a Performance Specialist, you will work closely to understand current performance trends of all KPIs across your region and investigate areas of improvement. You will look into trends that impact the wider region, this can be done by deep diving into data, CSAT comments, QA’ing the agents or by other means necessary. The goal is to identify trends that impact the performance of the region and then create actions to improve the performance of these results based on your analysis.
What You Will Do:
- Analyze scoring metrics for all channels and identify greatest areas of opportunity for the region.
- Work with the leadership team in your region to understand current KPI performance metrics, both for teams and the region.
- Provide feedback & coaching to supervisors or customer support representatives (when required) on their performance when impacting regional performance.
- Create & deliver initiatives, actions or workshops to improve performance areas based on your analysis.
- Identify behavioral and skills needed aimed at improving core metrics & track impact of actions.
- Provide weekly and monthly analysis.
- Support new hires, coach and guide, giving additional support coming out of training.
- Perform quality evaluations for customer support representatives within their first 12 weeks.
- Work with the Global Operations teams to recommend process improvement and resource needs.
- Provide actionable feedback to individuals and team managers real-time.
- Provide targeted QA work using Quality tools to find trends impacting performance as needed.
- Support investigation requests from your Manager.
Requirements:
- An understanding of Customer Support processes, dashboards and tools.
- The ability to work independently, but with support from your manager when needed.
- A developing ability to analyze data and metrics to find trends.
- Coaching and feedback skills.
- Analytical & problem solving skills
- Detail-oriented with a focus on continuous improvement, and takes pride in a job well done.
- Previous experience in Customer Support or Quality & Training roles.
- Eligible to work in Poland, we will not support relocation for this position.
Compensation & Benefits:
At Taskrabbit, our approach to compensation is designed to be competitive, transparent and equitable. Total compensation consists of base pay + bonus + benefits + perks. The annual gross pay range for this position is 103,000 PLN - 130,000 PLN. This is the base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits.
