Responsible for the business continuity of the Contact Centre process and overall supervision of the team.Monitored and analyzed key performance indicators (KPIs) including average response time, first call resolution, and customer retention rates.Developed and implemented strategies to enhance customer experience, resulting in increase in customer satisfaction ratings.Implemented process improvements and automation initiatives, resulting in improvement in operational efficiency and cost savings.Collaborated with cross-functional teams to align Contact Centre objectives with overall business goals and drive customer-centric initiatives.Implemented cutting-edge Contact Centre technologies, such as omnichannel communication platforms and CRM systems, to improve service delivery and enhance customer engagement.Optimized call routing strategies and workforce management processes, resulting in improvement in call response times and customer satisfaction scores.Conducted regular coaching sessions, performance evaluations, and training programs to develop and empower the Contact Centre team.Oversaw the development and implementation of quality assurance programs to ensure consistent service delivery and adherence to compliance standards.Developed strong relationships with key stakeholders, including clients, vendors, and internal departments, to foster collaboration and achieve business objectives.