Business Operations Performance Lead

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 to recommend actionable improvement initiatives
• Assess team needs and support workforce optimization across shifts and functions
• Design and implement performance enhancement programs, including targeted coaching and continuous training
• Oversee automation initiatives by converting manual tasks into AI-enabled workflows to boost productivity
• Optimize knowledge base content and self-service flows to increase auto-resolution rates
• Review and re-engineer customer care processes to eliminate bottlenecks and improve SLA achievement
• Build accurate forecasting models for contact volumes and plan future staffing and tool requirements
• Develop and manage workforce scheduling and shift planning to maximize efficiency and cost control
• Prepare detailed reports on performance trends and risks for leadership visibility

Requirements

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

About the Company

Gathern is a leading platform dedicated to providing seamless and efficient service experiences through innovation and operational excellence.