Performance Reporting

Location: Portugal

VikingCloud

VikingCloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it's not just about technology. It's about transacting business and delivering an exceptional customer experience every day, without fail. That's the measurable value we deliver. And that's what we call, Business Uninterrupted.

The Global Call Center Performance Reporting & Insights Lead drives performance visibility, consistency, and improvement across global contact center sites. This role monitors key operational trends, develops and maintains performance reports, ensures alignment to global measurement standards, and supports the documentation and communication of process enhancements.

Serving as the central point of contact for performance reporting and data driven process optimization, this role enables data-driven decisions that enhance service quality, efficiency, and customer satisfaction.

Performance Monitoring & Global Reporting

• Develop, maintain, and distribute performance reporting, scorecards, and trend analyses across all global call center sites and outsourcing partners.
• Monitor performance trends across multiple regions to ensure alignment with global standards, KPIs, and operational targets.
• Conduct deep-dive analyses into performance gaps, trends, and root causes to identify actionable insights for improvement.
• Partner with Team Managers and Site Leaders to ensure all performance data is accurate, timely, and consistently maintained.
• Maintain monthly, quarterly, and ad-hoc performance reporting and scorecards.
• Monitor and report on global contact center performance ensuring consistency across all sites.

Global Consistency & Standardization

• Work to ensure global alignment in reporting methodologies, metric definitions, and performance measurement processes.
• Drive standardization of reporting templates, dashboards, and performance communication across all sites.
• Collaborates with regional leads to ensure consistent adoption of performance management best practices.
• Partner with site and team managers to ensure performance data is regularly updated and aligned with business goals.
• Build and maintain SharePoint sites and other centralized tools for performance reporting, communication,, and resources.

Operational Change & Continuous Improvement

• Support the creation, documentation, communication, and measurement of operational process changes and improvement initiatives.
• Collaborate with cross-functional teams (Operations, Quality, Training, and Workforce Management) to define success metrics and track impact of implemented changes.
• Identify opportunities for automation, efficiency, and quality improvements in performance reporting and operational workflows.
• Conduct performance deep dives to identify trends, root causes, and improvement opportunities.
• Support creation, documentation, and communication of operational changes and process improvements.

Systems & Data Management

• Consolidation and proactive validation of monthly, quarterly customer-facing data
• Act as the primary point of contact for BPO vendors regarding reporting, performance validation, and invoicing accuracy.
• Utilize operational reporting systems (ex: Zendesk, QA tooling, Power BI) to build and maintain actionable performance monitoring dashboards

Qualifications

Education & Experience

• 2–5 years of experience in contact center analytics, business performance, or operational reporting.
• Experience supporting multi-site or global operations is preferred.

Skills & Competencies

• Strong skills in tools such as Excel, Power BI, or Tableau.
• Strong ability to interpret data and communicate insights clearly.
• Experience with SharePoint administration or centralized knowledge management systems preferred
• Proven track record of driving standardization and performance improvements across global teams.
• Excellent communication, organization, and time management skills.
• Familiarity with continuous improvement methodologies preferred.
• Detail-oriented with a proactive, data-informed approach to problem-solving.
• Comfortable working across global teams and cultures.
• Analytical thinker with strong problem-solving ability.
• Focused on consistency, accuracy, and continuous improvement.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state, or local protected class.

Employment Disclaimer: This position is advertised on behalf of Conectys Portugal (also known as Arcowave Portugal, Lda.), who will be the sole employer for all successful candidates. Conectys Portugal will be responsible for all employment legal obligations, employment protections, and employment remuneration and benefits. No employment relationship will exist with any other party involved in the recruitment process.

Privacy Disclaimer: As part of our recruitment and selection process, please be informed that your application data will be processed in accordance with applicable data protection laws, including the GDPR. To facilitate this process, your personal data shall be shared with Arcowave Portugal, Lda., as well as third-party service providers, who may assist with candidate assessment, recruitment administration, and background screening and vetting checks. These third parties are contractually bound to keep your information confidential and to use it solely for purposes related to the recruitment process. By submitting your application, you consent to this sharing of your data. For more information on how we handle your data, please refer to our Privacy Policy and Notice.