Summary of Responsibilities:

• Drive program profitability by meeting client KPIs and targets.
• Manage operations, including queue monitoring and adherence to service metrics.
• Ensure optimal staffing levels by maintaining company-set ratios, coordinating with Workforce Management, and managing labor requirements (e.g., overtime) based on call volume forecasts.
• Uphold company and client policies and procedures, ensuring team adherence to attendance, scheduling, and workplace decorum.
• Lead performance management through coaching, conducting appraisals and feedback meetings, implementing disciplinary action for non-performers, and recognizing/rewarding top performers.
• Design and implement incentive schemes to drive floor performance.
• Ensure timely and effective communication of all company and client updates to program team members.

Required Skills and Qualities:<...