To analyze and optimize performance metrics, ensuring operational goals are met efficiently.
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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 and 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.
Location
Riyadh, Saudi Arabia
Requirements
- Bachelor’s degree in Business Administration or a related field.
- Preferred 4+ years of experience in performance management and analysis.
