Key Responsibilities

• Lead, manage, and develop operations teams to achieve client service level agreements (SLAs), key performance indicators (KPIs), and business objectives.
• Oversee workforce planning, scheduling, and resource allocation to ensure smooth and efficient operations.
• Monitor performance metrics and prepare regular reports for senior management and clients.
• Drive process improvements, standard operating procedures (SOPs), and best practices to enhance service delivery.
• Partner with clients to address business needs, resolve issues, and ensure consistent alignment with expectations.
• Ensure compliance with company policies, client requirements, and regulatory standards. Foster a culture of continuous improvement, teamwork, and employee engagement.
• Coach and mentor Supervisors, and frontline staff to improve performance and career development.
• Handle escalations and complex customer is...