Nature of work and Handled the following Processes: • Inbound, Outbound with Sales, Retention, Settlements, Bankruptcy, Escalation, Disputes, Fraud and Skip Tracing for Atlanticuscollection (US) with direct communication with the clients on each process and provide weekly, monthly and annual KPI on each team. • Assess and review team’s performance to improve productivity and quality. • Implement and oversee the quality of deliverables and manage team relationship effectiveness to ensure exceptional performance.• Establish operations objectives and work plans, delegate assessment to subordinate Team Leads and conduct regular meetings.• Manage the number of FTE, schedule trainings and forecast expected personnel that will meet the client’s demands. • Interview new applicants and endorse to HR for recruitment & training.