• Oversaw facility operations and ensures requirements were within the established budget, design plans for facility improvements to meet production goals and to provide superior customer service. • Managed and advised a 10-12 cross-functional team and reinforced cooperation and communication between all employees on site. Initiated employee trainings to ensure application of best practices. • Contributed operations information and recommendations to strategic plans and reviews; prepared and completed action plans; implemented production, productivity, quality, and customer-service standards; resolved problems; completed audits; identified trends.• Monitored and reported on the company's compliance and ethics policies and providing guidance on matters relating to legal compliance.• Developed agency recruitment strategies providing short- and long-range staffing plans to meet current and forecasted mission requirements, and changes in mission-critical competencies.• Forecasted requirements—prepared an annual budget; scheduled expenditures; analyzed variances; initiated corrective actions. • Reconciled payroll for 250 employees in the division, which included heavy data entry and usage of UPS internal database. • Analyzed and addressed any disputes and issues by communicating directly with the customer and resolving the issue promptly to create a long-lasting positive relationship and increasing retention by 10%.• Developed reports and establishes metrics related to workflow improvements and performance analysis.• Composed resources, manages daily workload, in conjunction with the Operations Manager, and made staffing adjustments when workload necessitates. • Co-ordinated and implemented the development of Verint Business Intelligence System.