Browse
Employers / Recruiters

Vertical Operations Performance Analyst (Remote!)

super-com · 27 days ago
Negotiable
Full-time
Remote
Apply
About Super.com

We started Super.com to help maximize lives–both the lives of our customers and the lives of our employees– so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.  

We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.

About this team
Our Vertical Operations team is the face of Operations to each vertical of business.  They are responsible for end to end vertical results; from establishing OKB policy to verifying performance.  The Vertical Ops team defines the service requirements and establishes SLAs for each business.  Our data-driven approach continuously improves operations through oversight and optimization.  Our team is devoted to upholding service quality while reducing costs and driving innovation.

About this role
The Vertical Operations Performance Analyst will assist a Vertical Operations Manager to perform detailed performance monitoring; together these pairs are accountable for defining what should happen and validating that it is happening.  The Performance Analyst will play a vital role in ensuring our users are receiving an experience that embodies our service level tenets by digging deep into our performance data and customer engagements.  Accountable for customer experience KPIs, this role will collaborate closely with the cross-functional operations teams to troubleshoot performance variances and advocate for continuous improvement. We are searching for someone who possesses a perfect blend of investigative prowess, detail orientation , and ownership.

Responsibilities

  • Evaluate Vertical operational performance both near and long term against KPIs to assess opportunity for improvement - both in cost efficiency and improved service levels.
  • Collaborate with the BPO Country Head, Agent Enablement Team and cross-functional stakeholders to ensure alignment and completion against performance expectations.
  • Data analytics: Use data analytics to identify trends, patterns, and areas for improvement, presenting insights to the team and management.
  • Strategic Recommendations: Work with management and key stakeholders to share data-driven recommendations, resulting in more informed solution-making.
  • Dashboard creation and management: Create and maintain dashboards for real-time and historical insights on operational KPIs, providing the team with the necessary information to make data-driven judgements.
  • Work closely with the Vertical Operations Manager to develop an expertise in the needs of the business and customer.

Preferred Experience

  • Bachelor's degree in Business, Economics, or related field.
  • 1-3 years of relevant work experience in operations, consulting, or at a startup.
  • Strong investigative and critical thinking experience.
  • Experience in data assessment tools such as Excel, SQL, or data visualization tools.
  • Strong methodical techniques with the experience to proactively identify gaps, inconsistencies, or areas of improvement.
  • Excellent attention to detail and aptitude to identify process improvement opportunities.
  • Strong communication and presentation experience.
  • Propensity to work collaboratively with cross-functional teams.
  • Aptitude to think strategically and provide data-driven recommendations.
  • Strong organizational and time management skills.

Bonus Points

  • Knowledge of customer service practices and protocols, preferably in the Fintech/Travel sector.
  • Knowledge of industry-specific trends, problems, and regulations.

We've Got You Covered

  • Competitive salary packages, equity options, great benefits from day one, wellness budgets, as well as personal and team-level development budgets  
  • We are remote-first – you have the flexibility to work from around the world and the hours that make sense for you– so that you can do your best work while living life on your own terms 
  • Other perks include unlimited PTO, recharge days, travel discounts on SuperTravel, Weekly UberEats credit, annual company offsite 
  • We welcome new family additions with generous parental leave and a flexible return-to-work plan
  • This is just scratching the surface– see our careers site for a more detailed overview of our perks & benefits
We Believe in Equal Opportunity 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.

Last updated on May 28, 2024

See more

About the company

More jobs at super-com

Analyzing

Toronto, Ontario

 · 

30+ days ago

Chicago, Illinois

 · 

30+ days ago

Austin, Texas

 · 

30+ days ago

Boston, Massachusetts

 · 

30+ days ago

Los Angeles, California

 · 

30+ days ago

More jobs like this

Analyzing

Remote

 · 

30+ days ago

Business Analyst Intermediate
P
pojdnw80b39b3ntfgwn4yb4jyt4x4z064338el3fkvabiv4hp8y45oqjqctk2pwu

Toronto, Ontario

 · 

30+ days ago

Business Analyst
3
3djdnw5yqdh8wl3frr5t6561tvvokq01affwpxt3lcutzo4f8yt1aeiy3msk02or

Toronto, Ontario

 · 

30+ days ago

Senior Consultant
4
49jdnwkx22q74pesekl2cxv3mvwd2001e2owuig29bcyw6i4k7ij89vev6eao57x

Ottawa, Ontario

 · 

30+ days ago

Senior Business Analyst (Control Risk)
6
6hjdnwe6452jxyopb8yrghazw5r3c707c9urp8igk5pjwt0ln301k8r8fwh0eg85

Sydney, Nova Scotia

 · 

30+ days ago

End-to-End Business Analyst
3
3ojdnwwunr7dlbly31nkzyist5n7nc0526rsydld9calielotm8py07q0yyy0khg

Sydney, Nova Scotia

 · 

30+ days ago

Business Analyst
9xjdnw687b7a7nvvdyut936kpjlgy0023blrozaecads0pdnwppcswnaaku8ji2g

Toronto, Ontario

 · 

30+ days ago

Senior Business Analyst
S
svjdnwzkulao5hqo7t0ifgvj8s71sf01d7dtgdstyhdixakxt6ty85zljsdyhgz2

Toronto, Ontario

 · 

30+ days ago

Senior Business Analyst
D
dhjdnwh4qm62pb5vm2o4tbd72ej7oa01f47beu0d9d984ckrwi58r2ocg36n82t5

Fredericton, New Brunswick

 · 

30+ days ago

Business Analyst - Level 3 Non-Exempt
7
7fjdnw91pq69jlvngz1gp518iugamw00c66623tmx447r7e3lkr3gqqpqjhpy8mo

Montreal, Quebec

 · 

30+ days ago

Developed by Blake and Linh in the US and Vietnam.
We're interested in hearing what you like and don't like! Live chat with our founder or join our Discord
Changelog
🚀 LaunchpadNov 27
Create a site and sell services based on your CV.
🔥 Job search dashboardNov 13
Revamped job search UI with a sortable grid, live filtering, bookmarks, and application tracking.
🫡 Cover letter instructionsSep 27
New Studio settings give you control over AI output.
✨ Cover Letter StudioAug 9
Automatically generate cover letters for any job.
🎯 Suggested filtersAug 6
Copilot suggests additional filters above the results.
⚡️ Quick applicationsAug 2
Apply to jobs using info from your CV. Initial coverage of ~200k jobs in Spain, Germany, Austria, Switzerland, France, and the Netherlands.
🧠 Job AnalysisJul 12
Have Copilot read job descriptions and extract out key info you want to know. Click "Analyze All" to try it out. Click on the Copilot's gear icon to customize the prompt.
© 2024 RemoteAmbitionAffiliate · Privacy · Terms · Sitemap · Status