Performance Improvement Manager

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 and lead performance improvement plans (PIPs) at program, team, or process level.
• Translate data insights into clear, actionable improvement initiatives aligned with account and client objectives.
• Track progress, measure impact, and ensure sustainability of improvement actions.

Cross-Functional Collaboration

• Work closely with Operations to align improvement initiatives with frontline execution and leadership priorities.
• Partner with Quality teams to address quality gaps, compl...