• Communicating with a wide range of stakeholders, including project directors, team members and senior management. This involves providing regular updates on project progress, addressing concerns and issues, handling stakeholder requests and working together with project directors to boost engagement within teams. • Creating and managing initiative timelines, monitoring their progress, identifying, and resolving issues, and ensuring that resources are allocated appropriately. • Ensuring smooth communications between departments, senior management, and company employees. • Measuring results of initiatives to ensure the stakeholder is satisfied with the outcome and that said results are aligned with the quality expected from the company.• Identifying improvements and suggesting potential solutions to current and upcoming company-wide initiatives.• Documenting and improving the department's processes and initiatives through SOP mapping and DMAIC evaluations and follow-ups.• Ensuring that the work being done meets high-quality standards. This involves reviewing work completed by team members, current and upcoming SOPs, identifying areas for improvement, and ensuring that all deliverables meet company standards.• Documenting and mapping People Experience journey.• Actively supporting the company’s Listening Strategy and tracking action points. • Coordinating and supporting company departments to take action and complete the feedback loop. • Escalating roadblocks to the relevant stakeholders as needed and proposing DMAICs and turnaround plans to support a solution-oriented approach, while advocating to improve the people experience in the company.

• Optimizing the team's satisfaction by being their main point of contact.• Addressing and resolve any issues that get in the way of the team’s job happiness.• Optimizing the team's performance based on KPIs. By motivating and coaching team members.• Interviewing applicants and onboarding new team members. • Introducing new team members to the company, the project, it's culture and the tools.• Providing feedback, coaching, and relevant information to team members. • Training the team on company systems/tools, soft skills and channel-specific skills. • Evaluating and pre-approving VTO (Voluntary Time Off) requests.• Coordinating execution of project-specific training/coaching with Operations Managers.• Signaling agent-specific and project-specific issues to the Operations Manager.• Working with other company departments, such as, Training, Quality Assurance and HR to fulfil the team’s needs.• Building sustainable relationships and trust with customer accounts through open and interactive communication

• Managing a large amount of incoming emails.• Identifying and assess customers' needs to achieve satisfaction.• Providing accurate, valid and complete information by using the right method/tools.• Handling customer complaints, and providing appropriate solutions and alternatives within time limits.• Following communication procedures, guidelines and policies.