• Involved in the hiring process and taking the final Ops round of the candidates.• Co-ordinating on a regular basis with clients to understand the requirements and to give theexpected delivery within the given time frame.• Taking final Mock calls of the trainees and making a final decision whether to get that traineeon board or not.• Creating IKB’S for the employees for their reference on a regular basis.• Spearheaded daily staff meetings to identify improvement strategies and discuss policy updatesand facilitate open communication.• Taking major growth initiatives by Planning and Execution for the organization and executingthem on the company’s operations and business strategies.• Ensure compliance to the set standards/ norms in order to adhere to quality standards andother compliance norms.• Managing Skeleton & Manpower planned as per business needs. Also, approve/reject leaves ona daily basis of the staff on the TRUE-IN APP.• Leveraged fair evaluation processes, employee reviews, and staff mentoring to driveperformance and job satisfaction at all levels.• Guiding operations team lead to support team members to deliver excellent customer serviceand building strategies on how to upsell over the calls and increase the average ticket size.s• Introducing new methods, best practices, and systems to reduce turnaround time.• Taught employees how to collaborate on daily job tasks and achieve service targets (C- SAT &best quality)