Job Description

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

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.

Requirements

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