Enablement Analyst, RUM

Responsibilities

• Own tracking, monitoring, and reporting of SLAs, KPIs, and service delivery metrics across global teams.
• Ensure accurate, timely, and consistent performance reporting for leadership, including trends, risks, and gaps.
• Identify SLA misses or at-risk performance and proactively escalate insights supported by data.
• Develop and maintain standardized dashboards, scorecards, and recurring reports to support service delivery reviews.
• Analyze performance data to identify root causes, recurring defects, and systemic issues.
• Translate complex data into clear, actionable insights for operational leaders and stakeholders.
• Support capacity planning and demand forecasting through analysis of volumes, throughput, staffing, and productivity trends.
• Partner with global delivery leaders to identify coverage gaps, workload imbalances, and scaling risks.
• Provide data-driven input to support staffing, prioritization, and planning decisions.
• Support quality monitoring efforts by tracking quality metrics, defect trends, and compliance indicators.
• Identify patterns contributing to rework, escalations, or client dissatisfaction and surface improvement opportunities.
• Partner with operations and enablement leaders to reinforce standards, controls, and best practices.
• Support operational enablement initiatives by providing data, analysis, and documentation to reinforce processes.
• Measure the effectiveness of process changes and track outcomes over time.
• Serve as a key analytical partner to the Manager, Operations Enablement & Delivery on service delivery health.

Qualifications

• Bachelor’s degree preferred or equivalent operational experience.
• 3–5+ years of experience in service delivery operations, analytics, enablement, or performance management roles.
• Strong analytical and problem-solving skills with the ability to interpret complex operational data.
• Experience with SLA management, KPI reporting, metrics analysis, and operational performance tracking.
• Ability to clearly communicate insights to technical and non-technical stakeholders.
• High attention to detail with a strong focus on accuracy, consistency, and accountability.
• Comfortable working with global teams across multiple time zones.
• Experience working in data-driven, metrics-focused operational environments.
• Strong understanding of service delivery operations, SLAs, KPIs, and performance management frameworks.
• Advanced proficiency in Microsoft Excel, including pivot tables, formulas, data validation, trend analysis, and basic automation.
• Experience developing and maintaining dashboards and reports using Power BI (or similar BI tools), including data modeling, visualization, and insight presentation.
• Ability to analyze large datasets to identify trends, risks, root causes, and systemic issues.
• Strong data storytelling skills—able to translate complex analysis into clear, actionable insights for operational and executive audiences.
• Experience supporting capacity planning, volume forecasting, and productivity analysis.
• High attention to detail, strong process discipline, and commitment to data accuracy and consistency.
• Effective written and verbal communication skills, with confidence presenting insights and recommendations to stakeholders.