Senior EV Operations Performance Analyst

4 semanas atrás


Lisboa, Lisboa, Portugal Eva Global Tempo inteiro

About EVA Global

Company Overview

EVA Global is a pioneering EV services company, specializing in providing high-quality support services to chargepoint operators, hardware manufacturers, and platform providers. We deliver exceptional customer experiences through our omni-channel support (voice, chat, email) backed by stringent Service Level Agreements (SLAs). Our comprehensive service offerings include live monitoring, work order management, and field service orchestration, driven by real-time performance analytics.

Job Summary

We are seeking a proactive and detail-oriented Senior EV Operations Performance Analyst to join our team. The successful candidate will be responsible for monitoring and analyzing real-time operational performance, ensuring compliance with SLAs, and supporting the effective management of our EV service operations.

Key Responsibilities
  • Monitor real-time performance metrics and operational data to ensure compliance with SLAs.
  • Track and analyze data related to service levels, call volumes, response times, and other key performance indicators.
  • Identify and escalate potential issues or incidents impacting service delivery.
  • Coordinate with support teams to resolve incidents promptly and minimize customer impact.
  • Provide real-time updates and reports to management and stakeholders.
Requirements

To succeed in this role, you should have:

  • A minimum of 2 years of experience in real-time analysis, workforce management, or a similar role, preferably within a BPO or EV services environment.
  • Proficiency in real-time monitoring tools and software.
  • Strong analytical skills with experience in data analysis and reporting.
  • Familiarity with data visualization tools like Tableau, Power BI, or similar.
  • Excellent written and verbal communication skills to convey real-time insights and updates effectively.
  • Ability to work collaboratively with cross-functional teams and manage multiple priorities effectively.
  • Strong problem-solving skills with the ability to make quick decisions in a fast-paced environment.
  • Attention to detail and ability to identify and address issues proactively.
Preferred Qualifications

Experience with real-time monitoring systems and workforce management tools. Certification in real-time analysis or related disciplines. Understanding of the EV services industry and related operational challenges.



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