➢ Supervises the Operations of Team Leaders ➢ Sets the weights for Team Leaders monthly objectives and calculates the monthly variable for incumbent Team Leaders ➢ Ensures that corrective actions are taken in the process of monitoring and coaching Advisors ➢ Conducts regular meetings with client to present and review business results. ➢Applies operational, qualitative and business analysis of project operational processes.➢Conducts process improvement opportunity analysis on all assigned projects in order to maximize efficiencies in service delivery and provide value added to clients ➢ Conduct a QBR with the client inviting the top managers from both sides to align the strategy of the client with the offerings of RCC ➢ Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the set CSS bench mark Maintains table "F" of the project, ensures that the set targets are met and performs the CUIKA exercise ➢Applies the problem solving technique whenever any KCRP is experiencing a wide variation or not meeting the bench mark ★Analyses monthly the project's cost/call and the rev/call to ensure GP % are met ➢Acts on negative feedback received from the QA dept. on the monthly end-user satisfaction survey to ensure better results for the following month ➢Ensures enforcement of the End-User Privacy Policies ➢Follow the implementation approach for any new scope or change of scope required by the client by filling out the process change request form and following the rest of the approach Performs other related duties.

Supervises the daily activities of the project’s advisors.➢ Assess the advisors’ performance monthly and calculate their variables in relation to their objectives.➢ Coordinate with all the supporting functions as needed to eliminate any problems affecting the operations.➢ Manage all advisors needed on-job training / coaching to leverage their performance to the set standards.➢ Responsible for ensuring that End-User Privacy policies are properly implemented.➢ Participate in hiring and onboarding processes.➢ Handle hard calls by acting as a first line of escalation.➢ Coordinates daily with the Work Force to ensure that the over & under working rules are properly employed to increase advisors’ efficiency with required SLA and occupancy targets.➢ Managing and optimizing service KPI (SLA, Aban, On-Time, Backlog) Efficiency KPI (AHT, Utilization, Occupancy, VSF) Quality KPI (CE, NC, C.SAT, NPS, FCR).

Trained more than 400+ employees and delivered more than 1500+ hours of training. ➢ Delivered training on site/Remotely for new and existing employees.➢ Developing and structuring of the project’s process and training content/material.➢ Conducting Project’s analysis and defining areas of improvement. ➢ Performing monthly activities and quizzes to assess employees’ performance.➢ Setting and implementing customized action plans & and measuring their effectiveness (QOT).➢ Conducting training needs analysis (TNA) and identifying the gaps and areas of improvement.