Key Responsibilities

• Oversee daily operations and ensure all teams meet performance targets and SLA commitments.
• Manage and mentor supervisors, team leads, and support departments
• Implement operational strategies for productivity, quality, and employee engagement.
• Monitor key metrics, analyze trends, and drive data-based improvements.
• Collaborate with clients to ensure high satisfaction, address concerns, and manage escalations.
• Coordinate with HR and Recruitment for hiring plans and workforce scaling.
• Support the implementation of onboarding and continuous training programs.
• Develop and maintain SOPs, workflows, and process documentation.
• Liaise with IT and Admin for technical requirements and workplace readiness.
• Ensure adherence to company policies, data privacy, and labor regulations.
• Report on operational performance and contribute to business strategy discussi...