Manage daily operational activities drive improvements related to responsiveness, operation and customer experience KPIs, service-level and efficiency gains.

Work closely with Workforce in determining gaps in coverage and recommend solutions to ensure stabilized staffing throughout each daypart in 24x7x365 environment.

Closely monitor agent performance details and lead supervisors on proper coaching practices and performance improvement plans to develop front-line support.

Continuously monitor the projects to take necessary actions when SLAs of KPIS are found to fall below the required target.

Achieve the Project KPIs communicated by the senior director.

Maintaining figures of the project and ensuring the enclosed targets are being met

Continually identify opportunities to improve the customer experience KPIs ( C-Sat & D-Sat).

Supervise and directs the activities of the project’s Supervisors.

Assist in hiring the needed resources.

Ensuring that corrective actions are being taken by the supervisors in the process of monitoring and coaching the agents.

Act as the focal point with the supporting functions for project / agent related issues.

Act on any negative feedback received from the QA dept.

Hold and document one to one meeting with relevant Supervisors to communicate feedback based on monthly performance assessment even of the supervisors are meeting the required targets.

Holding a weekly meeting with the client to review the operations results and means for enhancement.