# Performance Monitoring

> Translation Empire · Rawalpindi, Pakistan · Full-time · Posted 2025-03-03

**Workplace:** on_site

**Department:** HR - Support

## Description

**JOB DESCRIPTION**

-   Conducts contact center performance analysis and create detailed action plans on where to improve performance.
-   Review and resolve all incoming escalations from appropriate escalation channels in a timely manner
-   Responsible for listening (and viewing) to customer calls, chats and other communications, and evaluating consumer data to measure agent service skills & policy adherence.
-   Responsible for providing continuous process improvement recommendations to call center leadership
-   Provides input to appropriate resource as it relates to training curriculum designed to develop assigned call center team members within a specific project.
-   Develop corresponding resource materials, on-line reference materials, process guides, and comprehension assessments to aid in the development of assigned personnel.
-   Responds to internal inquiries related to customer call handling or service support of specific product lines.
-   Conducts research on escalated calls provided by internal call center leadership, customer, and client.
-   Prepares reports and other reference

## Apply

[Apply at Translation Empire](https://apply.workable.com/translation-empire/j/629875F421/apply)

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