Business Operations Performance Lead

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

• 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

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