• Strategic Leadership: Ensure that the site is in line with the goals and objectives of the organization by providing strategic direction and leadership.• Operational Excellence: To meet or beyond customer expectations, apply best practices, streamline procedures, and improve service delivery across all departments.• Team Management: Take charge of and oversee a multicultural group of employees while cultivating a climate of trust, responsibility, and ongoing development.• Client Relationship Management: Establish and nurture enduring bonds with clients, acting as the main point of contact and guaranteeing their retention.• Performance Management: Keep an eye on and evaluate key performance indicators (KPIs), and put strategies in place to raise output, efficiency, and performance throughout the site.

• Managed, trained and motivated Operations Managers and Team Leaders to continuously improve knowledge and abilities in Customer Service and Service Delivery field.• Worked directly with management, Senior Operations Managers, Operations Managers, and Operations Support departments to brainstorm, discuss strategy and mitigate Attendance, Retention, and Performance issues.• Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.• Assessed financial statements and reports to evaluate financial performance, develop targeted improvements and implement changes resulting in improved margins.

• Supported regulatory compliance by overseeing all audits to verify protocol adherence.• Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.• Observed each employee’s individual strengths and initiated mentoring program to improve areas of weakness.• Applied performance data to evaluate and improve operations, target to current business conditions and forecast needs.

· Led a Team of 142 FTE and 10 Supervisors· Oversees the daily Operations of all Call Center Department functions.· Provides supervision, guidance, coaching, recognition, motivation and training to department personnel.· Attains quality assurance and customer service goals.· Performs direct supervisory duties of department staff and coordinates staff for coverage in all related areas.· Monitor team performance to ensure that the call center goals are met and supporting call center quality and training efforts.· Measures and demonstrates group productivity as well as the individual’s reports related to customer outcomes.· Co-operates with the Operations Manager and Upper/Senior Management.

· Led a Team of 20 Agents· Meet monthly and weekly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics. · Monitor and evaluate agent daily, weekly and monthly performance, including call/email and after- work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance. . · Ensure that customers’ questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department.