Location
Riyadh, Riyadh Province, Saudi Arabia
Posted
June 25, 2026
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...