- Designs and implements business strategies, plans and procedures.- Set the company's goals for growth and performance and make sure that all employees has a clear objective towards the same goal.- Oversees the overall company operations.- Participates and heads the expansion activities.- Leads all employees by example to encourage performance and dedication.- Evaluate performance by analyzing and interpreting data and metrics- Reports to the CEO issues the requires utmost importance

• Communicate the overall objectives of the company and the site to management and other levels as appropriate. (Includes daily, weekly, monthly service reports and weekly, quarterly, monthly Operational Efficiency Reports.)• Gives high level strategies to the recruitment team on hiring to meet the client’s target start date•Leads process improvement efforts within the site•Responsible for operating systems management, policies and procedures within the site to best achieve overall business goals•Reviews daily, weekly and monthly service levels/metrics. Provides recommendations and implementation of improvement methods.•Maintains a rigorous framework of performance metrics for the site, by team and drilled down to each agent•Introduce staff learning and development opportunities designed to enhance staff job enrichment, performance and retention within the staff members•Develops and utilizes a balanced site scorecard metrics to provide regular performance reports needed.

My responsibilities includes:• Maintain individual and department productivity reports. Publish daily, weekly, monthly, and year to date statistics. • Manages all agreed service levels/SLA’s and KPI’s.• Coaches and develops a group of Team Managers and/or agents in all aspects of their job through regular monitoring and feedback. • Respond to system problems, escalated calls & questions from representatives in a timely manner.• Manage unit productivity, monitor workload, and ensure that quality standards are consistently achieved and guidelines are followed. • Manage, train, and develop team members. • Coordinate daily staffing such that personnel are utilized in a cost-effective manner. • Develop and implement new incentive programs. • Overall responsibility for achieving revenue goals. • Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy.• Accountable for all decisions, actions, and directives with respect to job responsibilities.• Ensure compliance with client, office, and company standards, policies, and procedures.• Provide feedback to management concerning possible problems or areas of improvement as well as performance of team.• Perform other duties as assigned by management.• Responsible for growing the campaigns from a HC of 10 to over 150.