• Responsible for leading, managing, and accountable for contractual delivery; account management; client onboarding/offboarding experience; L2 escalation resolution & communication; team data, intelligence & reports; and teams performance & compliance.

• Works closely with Quality team for data feeds, deep dive analysis as well as current trending within the site• Develops action plans associated with immediate resolution• Works hand in hand with the Operations to ensure proper execution and follow up on said plans• Provides reporting to operations of trending and urgent issues of resolution• Proposes process recommendations to the clients to improve both employee and customer experience

• Accountable for the performance of the cluster and responsible for achieving and maintaining the program's SLAs• Analyzes KPI, identifying issues and trends• Performs Root Cause Analysis and formulates and executes action plans to improve performance• Consistent top operations manager of the program who brought billing LOB from #2 to consistently on top of the stack rank

• Responsible for direct supervision of 15-18 agents and the attainment of client set goals, efficiency targets and overall team performance• Performs consistent and affective coaching sessions to address performance gaps• Consistent top performing supervisor and team resulting for the team to be selected as pilot for any client initiatives

• Monitors and evaluates calls based on Client specific criteria• Escalates and communicates detailed information about calls monitored to all clients and Quality Assurance Supervisor• Awarded as QA Employee for the Month and recognized by the client on their KSAT readout