• 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