Monitoring and Evaluation Manager
Responsibilities
- Develop and implement end-to-end quality evaluation frameworks and service standards aligned with business SLAs and CX goals.
- Maintain operational monitoring processes for SLA compliance, workload balancing, and demand forecasting across teams.
- Build and manage real-time dashboards and alert systems to ensure proactive action on service delays, overloads, or SLA breaches.
- Monitor and analyze agent and team performance data to identify service gaps, productivity issues, and quality deviations.
- Develop predictive planning models to forecast workload peaks and resource needs, leveraging AI-based solutions where possible.
- Lead AI pilot projects for automation in areas such as call/chat routing, performance alerts, real-time queue management, and smart scheduling.
- Support the team in adopting digital and AI tools.
- Collaborate with Quality Assurance, Training, and Operational teams to ensure monitoring insights are translated into actionable improvements.
- Ensure service quality standards are upheld by regularly assessing compliance with internal and external performance targets.
- Drive a culture of data-driven decision-making and continuous improvement across teams.
Requirements
- 4+ years in monitoring, planning, or performance evaluation in a Call Center.
- Deep knowledge of Call Center KPIs (SLA, AHT, ASA, Occupancy, etc.).
- Basic understanding of AI/ML and automation project experience is a plus.
- Strong analytical and presentation skills.
- Ability to structure processes and work in fast-changing environments.
Conditions
- One of the best business centers of Baku with spectacular sea view;
- Career growth and professional development in a dynamically developing company;
- Decent payment based on industry standards
- An exciting opportunity to shape the product, with leadership committed to open dialogue and a team of purpose-driven colleagues;
- Unlimited Learning options : Access an array of learning opportunities to support your professional growth;
- Medical Insurance: Full medical coverage from day one;
- Corporate Mobile Number: Stay connected with a company-provided mobile number;
- Exclusive Discounts: Access the DəyərliSən app for discounts across various services and products within the PASHA Group;
- Sports & Wellness Programs: Enjoy discounted access to Push30 fitness and sports activities.
Share this job opening