Roles & Responsibilities
- Oversee end-to-end operations for the UK Telecom process.
- Manage team performance, ensuring all KPIs, SLAs, and quality standards are consistently met.
- Lead, mentor, and guide operations teams to achieve process excellence.
- Handle escalations, ensure timely resolution, and maintain high customer satisfaction levels.
- Coordinate with cross-functional teams to implement operational improvements.
- Analyze performance metrics and prepare regular operational reports.
- Ensure compliance with client requirements and process guidelines for international voice operations.
- Drive operational efficiency through process optimization and team development.