We are looking for someone with customer service experience in a call centre set-up, must have a minimum of 4 years of experience, with a minimum of 1 year experience as a Team Leader/manager. This is a dynamic, hands-on role where you’ll manage operations, quality, training, and performance across a diverse, multilingual team working both remotely and onsite. Key Responsibilities Candidate must be reachable 24x7 for any help. Experience in giving training / onboarding new hires, Handle team scheduling , should have managed rosters/scheduling for teams working in multiple shifts. Oversee Quality Assurance , Training , and Performance Management Create and maintain comprehensive reports in Microsoft Excel (pivot tables, dashboards, etc.) Conduct interviews , lead onboarding , and manage employee reviews Organize and lead weekly client calls ; provide clear, data-driven updates Proactively manage escalations and implement corrective actions Identify areas for process improvement and inn...