Performance Improvement Manager

Role Summary:
The Performance Improvement Manager is responsible for driving sustained performance excellence across the account by identifying performance gaps, analyzing trends, and leading improvement initiatives. This role works closely with Operations, Quality, and Training teams to design and execute data-driven action plans that improve productivity, quality, customer experience, and overall account health.This primarily focuses on performance governance, improvement strategy, and execution, rather than day-to-day people management.
Key Responsibilities:
Performance Monitoring & Analysis
Monitor and analyze key performance indicators (KPIs) including productivity, quality, SLA adherence, CSAT/NPS, attrition, and efficiency metrics.
Identify performance gaps, trends, and risks through deep-dive analysis and root cause assessments.
Develop and maintain performance dashboards, scorecards, and executive-level reports.
Performance Improvement Strategy
Design a...