Business Operations Performance Lead
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Key skills for this role
About the Role
Key Responsibilities: Monitor and manage individual performance KPIs across customer care teams on a daily, weekly, and monthly basis. Analyze performance data to identify trend.
Key Skills for This Role
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 and continuous training.
- Oversee automation and efficiency initiatives by identifying manual tasks and converting them into automated, AI enabled workflows.
- Optimize knowledge base content, self service flows, and internal tools to increase auto resolution rates.
- 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.
- 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.
- Ensure compliance with relevant regulations while promoting organizational transparency.
Requirements
- Experience in performance management and KPI monitoring
- Experience in workforce optimization and scheduling
- Experience in process improvement and automation
- Strong analytical and reporting skills
- Ability to design and implement training programs
Full Job Posting
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.
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