As a dedicated Manager for Service, I am responsible for driving new initiatives that align with streamlining processes and Standard Operating Procedures (SOP). My role involves:Performance Metrics Analysis: Monitoring and analyzing key performance metrics such as response time and Turn-Around Time (TAT) to develop effective strategies for improvement.- Stakeholder Management: Building and maintaining strong relationships with stakeholders to ensure seamless operations and communication.- Blue-Collar Manpower Management: Overseeing and managing blue-collar workforce to ensure efficient workflow and productivity.- Escalation Management: Handling and resolving escalations promptly to maintain operational efficiency and client satisfaction.- Customer Satisfaction: Prioritizing customer satisfaction through proactive service management and continuous improvement initiatives.- Client Relationship Management: Cultivating and sustaining positive relationships with clients to ensure long-term partnership and business growth.- Business Reviews: Conducting daily, weekly, and monthly business reviews to evaluate performance, identify areas for improvement, and implement necessary changes.

Develop and execute operational strategies aligned with organizational goals and objectives.Streamline processes and implement efficient workflows to maximize productivity and reduce costs.Monitor and analyze key performance indicators (KPIs) to assess operational performance and identify areas for improvement.Optimize resource allocation, including manpower, equipment, and materials, to meet production or service demands.Collaborate with cross-functional teams to drive effective communication, coordination, and problem-solving.Ensure compliance with regulatory requirements and industry standards.Implement quality control measures to maintain high standards of product or service quality.Lead and motivate a team of employees, providing guidance, training, and performance feedback.Identify and mitigate operational risks to ensure business continuity and minimize disruptions.Foster a culture of continuous improvement by encouraging innovative ideas and implementing best practices.

Leading a team of 22 CSR's. Motivating and developing high performing team members with day to day Customer Support.Supervising all activities within a time-sensitive and demanding environment.Instructing CSR's, Provide training to exceed performance, Also serving our user and partner communities.Guiding as a Subject Matter Expert ,Identifying trending issues and guiding CSR's do the same in their daily work.Monitoring partner activities and reviewing roaster, creating and submitting reports to COE management.Providing Senior Leadership with daily snapshots of the channel level performance progress; escalating relevant issues.