Business Operations Performance Lead

Gathern

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.