# Business Operations Performance Lead

> Gathern · Riyadh, Saudi Arabia · Full-time · Posted 2026-06-16

**Workplace:** on_site

**Department:** Operations

## 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.

## Apply

[Apply at Gathern](https://apply.workable.com/gathern/j/6B614D3117/apply)

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