Business Operations Performance Lead
Gathern· Operations
About this role
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.
- Bachelor’s degree in Business Administration, or a related field.
- preferred 4 + years of experience in performance management and analysis.
Frequently Asked Questions
Is the salary disclosed for the Business Operations Performance Lead position at Gathern?
The salary for this Business Operations Performance Lead role at Gathern is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Business Operations Performance Lead position at Gathern located?
This Business Operations Performance Lead role at Gathern is based in Riyadh, Riyadh Province, Saudi Arabia. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Business Operations Performance Lead role at Gathern full-time or part-time?
This is listed as a Full time position. It is posted as a Business Operations Performance Lead role in the Operations department at Gathern.
Which team or department does the Business Operations Performance Lead at Gathern belong to?
This Business Operations Performance Lead position is part of the Operations department at Gathern. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Business Operations Performance Lead position at Gathern?
Click the "Apply Now" button on this page. You will be redirected to Gathern's official application portal hosted on workable where you can submit your application directly.
When was the Business Operations Performance Lead job at Gathern posted?
This Business Operations Performance Lead position at Gathern was posted on Jun 16, 2026. Apply as soon as possible — early applications are often reviewed first.
Business Operations Performance Lead
Gathern
You'll be redirected to Gathern's official application page on workable.