Top‑line Ops KPIs
FTE on Seat
—
—
Open Requisitions
—
Avg time‑to‑fill —d
T&A Compliance
—
On‑time / accurate logs
Attrition (90d)
—
Voluntary: —
Productivity / FTE
—
Units / FTE / hr
Overtime
—
% hours over standard
SLA Adherence
—
Across all processes
CSAT
—
Post‑interaction surveys
Workforce & Hiring — Open Reqs
| Role | Site | Vendor | Reqs | Age (days) | Status | Action |
|---|
Time & Attendance
Compliance by Site
| Site | Compliance | Exceptions | Top Cause |
|---|
Exceptions — Last 4 Weeks
Missed punches, late logs, unapproved OT
Attrition & Stability
Attrition
| Bucket | Rate | Note |
|---|
Tenure Distribution
| Tenure | % of FTE | Risk |
|---|
Productivity & Quality
Throughput by Process
| Process | Units / FTE / hr | Error % | Automation | Action |
|---|
Rework / Quality Trend (8w)
Error‑related rework as % of volume
Overtime & Cost
Overtime by Site
| Site | OT % | Driver |
|---|
Utilization
| Site | Utilization % | Note |
|---|
SLA & VoC
SLA Adherence by Process
| Process | Adherence % | Breaches (30d) | Penalty |
|---|
CSAT — Last 8 Weeks
Post‑interaction survey index