Oversee daily operations to ensure achievement of SLAs, productivity, quality, and customer satisfaction targets.
Manage large-scale teams, including team leaders, ensuring high performance and accountability.
Lead workforce planning, capacity management, and resource allocation to meet business demands.
Monitor and analyze KPIs (AHT, SLA, productivity, quality, CSAT) and implement corrective actions.
Develop and execute operational strategies to drive efficiency and scalability
Conduct performance reviews, cost-benefit analyses, and capacity planning.
Prepare and present performance reports, dashboards, and insights to senior leadership.Identify and implement continuous improvement initiatives to optimize processes and reduce costs.
Drive data analysis and trend identification (volumes, productivity, resource utilization).
Lead change management initiatives and support organizational transformation
Ensure compliance with industry regulations, quality standards, and internal policies
