# Business Operations Performance Lead

**Company:** [Gathern](http://jobs.workable.com/companies/7pKvW8t4Wy653mbpDpbMFU.md)
**Location:** Riyadh, Saudi Arabia
**Workplace:** on site
**Employment type:** Full-time
**Department:** Operations

[Apply for this job](http://jobs.workable.com/view/96be5158-8af2-4e2c-808d-8349a7f227a4)

## 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.