Performance Lead
CurrentKey Responsibilities include: Preparation and presentation of weekly performance results to the Customer leadership (CLT) and Residential (RLT) teams.Presenting weekly insights, statistics and performance results to stakeholders within the customer businessPreparing and presenting monthly performance scorecards to the Customer Leadership (CLT), Residential Leadership (RLT) and Operational leadership teams each month. Preparing monthly consolidated customer business review reports (BRR), providing detailed and insightful commentary (highlighting key events and market trends) to the Chief customer officer and Finance business partner for the Customer team each month.Oversaw the successful implementation of the Voice Analytics system (Nexidia) on behalf of the Customer business. Building queries, dashboards and showcasing the advantages of this tool to both onshore and offshore agents and numerous stakeholders within the customer business.Am a Risk Champion on behalf of the performance and analysis team.