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.