Reporting to the Business Director and acting as the overall POC of the program. Primarily responsible for implementing effective call center management practices to reduce costs and improve service quality. Responsible for the overall management of the program including but not limited to Client Relations, Agent and Staff Development, P&L Interpretation and Improvement.• Communicates and drives all customer service performance objectives to ensure achievement with center and corporate goals• Develops and retains team of supervisors, providing coaching and developmental opportunities that continuously build and expand both individual and team capabilities• Drives continuous operating improvements and quality performance of program operating metrics such as quality, productivity, staffing, training, attrition and costs• Identifies and resolves technical, process, and operational issues providing quick and decisive solutions• Encourages collaboration and support of cross-functional business initiatives to ensure quick resolution of business issues• Initiates and reviews with Recruitment the profiling, selection, and retention of highly qualified internal and external candidates• Drives employee satisfaction, development, and performance through goal setting and performance management practices• Prepare and present weekly, monthly and quarterly Business/KPI Review of the previous month’s performance and actions to maintain or improve performance to both internal stakeholders and clients• Primary interface on client interaction which ensures proactive and highly responsive communication to client requests and deliverables• Attend and participate in daily meetings – Internal and all client-attending calls• Conducts daily meetings and weekly reviews with the teams with regards to performance and goals