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...