●Lead and supervise the operations team, providing guidance, support, and mentorship to ensure the team's success in meeting objectives.●Take ownership of escalations and SLA projects, ensuring that issues are resolved promptly and efficiently to maintain high levels of customer satisfaction.●Develop and implement operational strategies to improve efficiency, streamline processes, and enhance overall productivity.●Collaborate with cross-functional teams to ensure alignment of operational goals with broader business objectives.●Monitor and analyze key performance indicators (KPIs) related to escalations and SLAs, identifying trends and areas for improvement.●Develop and maintain documentation of standard operating procedures (SOPs) for escalations and SLA projects to ensure consistency and compliance.●Act as a point of contact for escalations, providing timely and effective resolutions to customer issues.Conduct regular performance evaluations and provide feedback to team members, identifying opportunities for growth and development.

● Develop and implement operational strategies to enhance efficiency and productivity across the organization.● Analyze existing operational processes and identify areas for improvement, streamlining workflows wherever possible.● Collaborate with cross-functional teams to ensure alignment of operational goals with overall business objectives.● Lead and oversee the execution of operational projects, ensuring timely completion and adherence to quality standards.● Monitor key performance indicators (KPIs) to assess operational performance and identify opportunities for optimization.● Develop and maintain documentation of standard operating procedures (SOPs) to ensure consistency and compliance.● Provide guidance and mentorship to junior operations staff, fostering a culture of continuous learning and development.● Act as a liaison between different departments to facilitate communication and coordination of operational activities.● Stay updated on industry trends and best practices in operations management, incorporating relevant insights into operational strategies.● Collaborate with senior management to develop and execute long-term operational plans and initiatives.

● Source candidates using a variety of search methods to build a robust candidate pipeline.Screen candidates by reviewing resumes and job.● Take ownership of candidate experience by designing and managing to develop job postings, job descriptions, and position requirements.● Facilitate the offer process by extending the offer and negotiating employment terms.● Manage onboarding and new hire process.● Manage the overall interview, selection, and closing process.● Ensure all screening, hiring, and selection is done in accordance with employment laws and regulations applications, and performing phone screenings.