Business Operations Performance Lead

4 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Gathern Full time

To analyze and optimize performance metrics, ensuring operational goals are met efficiently.

Key Responsibilities :

  • Monitor and manage individual performance KPIs across customer care teams on a daily, weekly, and monthly basis.
  • Analyze performance data to identify trends, gaps, and root causes, and recommend actionable improvement initiatives.
  • Assess team needs, ensure proper team composition, and support workforce optimization across shifts and functions.
  • Design and implement performance enhancement programs, including targeted coaching, continuous training.
  • Oversee automation and efficiency initiatives by identifying manual tasks and converting them into automated, AI-enabled workflows to boost productivity.
  • Optimize knowledge base content, self-service flows, and internal tools to increase auto-resolution rates and improve customer experience.
  • Review and re-engineer customer care processes to eliminate bottlenecks, improve SLA achievement, and reduce repeat tickets.
  • Conduct deep-dive analysis during performance declines, linking patterns to process gaps, training needs, or system limitations, and propose corrective actions.
  • Build accurate forecasting models for contact volumes and plan future staffing, tool requirements, and peak-management strategies.
  • Develop and manage workforce scheduling and shift planning to maximize efficiency while maintaining cost control.
  • Prepare detailed reports on individual and team performance, highlighting trends, risks, and recommended improvements for leadership visibility.
  • Ensure compliance with relevant regulations while promoting organizational transparency.
  • Collaborate effectively with colleagues and contribute to shared team objectives.
  • Provide regular updates on performance and document any issues or challenges to ensure timely resolution.

Requirements

  • Bachelor's degree in Business Administration, or a related field.
  • preferred 4 + years of experience in performance management and analysis.

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